10 contact center consultants

Experience: Independent Consultant · Donald Crosslin Consulting

Independent Consultant at Donald Crosslin Consulting since 2015; his profile says he draws on his customer service background and Six Sigma, Project Management and Methodology Black Belt credentials to help clients improve contact center performance and customer satisfaction. He was also Director, Customer Service Advisory Practice at JD Power (2019–2022) and VP, Operations and Workforce Management at iQor (2013–2014).

Experience: Co-Owner · ContactCenterPro Consulting

Co-Owner of ContactCenterPro Consulting since 2017 and Lead Operations Consultant WFH at JD Power since 2020. His profile lists expertise in contact center leadership, outsourcing, work at home programs, technology selection and implementation and contact center consulting, and he is listed as Co-Founder and Treasurer of the Midwest Contact Center Association (MWCCA). He was formerly President of All-Calls Call Center Outsourcing (2015–2017).

Experience: Senior Consultant · CH Consulting Group

Senior Consultant at CH Consulting Group since 2025 and Strategic Advisor - Consultant at J11 Consulting since 2014. Her profile headline describes her as a contact and call center expert and healthcare call center consultant. She was also President of MedCall Plus (2014–2025) and President of Call Center Sales Pro (2014–2024).

Experience: Partner & Managing Consultant · McIntosh CX Consulting

Partner & Managing Consultant at McIntosh CX Consulting, listed from 1997 with no end date. Her profile describes McIntosh as a Dallas-based management consulting firm focused on customer care, contact centers and customer experience, and says she has significant experience in contact center process design and implementation, including operational strategy. She was also a Consultant at Kearney (1995–1996).

Experience: Vice President, Contact Center Practice Leader · Customer Care Advisory

Vice President, Contact Center Practice Leader at Customer Care Advisory since 2020. His profile headline lists contact center operations, workforce management, customer relationship management, technology implementation and process enhancement and automation. He was formerly Vice President Global Workforce Management at ResultsCX (2019–2020) and Senior Director, Service Delivery at Walgreens (2010–2017).

Experience: Principal · Flemming Consulting

Principal at Flemming Consulting since 2007; his profile says he provides management consulting services in the call center and hotel yield sphere for the hospitality and gaming industry, with specialties including contact center management strategy, operations and technology. He also held Vice President, Customer Care at Seminole Gaming (2013–2017) and Chief Operating Officer at ComOps - Strategy & Commercial Operations as a Service (2021–2024).

Experience: Contact Center Practice Leader · Slalom

Contact Center Practice Leader at Slalom since 2011. His profile describes his contact center consulting work as improving customer experiences and streamlining operations through CRM, CCaaS and AI-driven solutions, helping clients integrate technologies to optimize efficiency, elevate agent performance and reduce costs. He was formerly CRM, BI, and Development Lead at Laird Norton Tyee (2007–2011).

Experience: Contact Center Consultant · Global Telecommunications Incorporated dba Consult Global IT

Contact Center Consultant at Global Telecommunications Incorporated dba Consult Global IT and Independent Consultant at InSpeyer Consulting, LLC, both since 2024. Her profile says that as an independent consultant she focuses on optimizing customer service organizations by evaluating systems, creating RFPs and implementing tailored solutions. She was formerly Advanced Cloud Architect Leader at Avaya (2022–2024).

Experience: Owner President · C3-Services

Owner President of C3-Services since 2017; his profile describes C3 Services as offering contact center consulting services to plan, design, implement, optimize and support contact center solutions, with expertise including Cisco UCCE, CVP and Verint. He was formerly Senior Consultant at AT&T (2007–2017) and Senior Principal (UCCE,CVP) at eLoyalty, a TeleTech Company (1999–2005).

Experience: Principal Contact Center Consultant · SCP Consulting LLC

Principal Contact Center Consultant at SCP Consulting LLC since 2023, a title he also held there from 2005 to 2012. He was Senior Contact Center Consultant at CDW (2016–2021) and Contact Center Consultant at CDW (2012–2016) and at Sentinel Technologies (2004–2005). His profile headline says he helps companies give their customers great experiences.