Voice Of Influence

Robert Lamb is a customer interaction expert with thirty years of experience. He specializes in transformational strategies for virtualized omnichannel customer contact. He has multiple technical certifications for designing, implementing, integrating, and developing applications for various technologies. Robert has consulted for over 400 customers and designed architectures implemented for over 150 clients. He’s also a published author, an in-demand speaker, and a frequent blogger on customer contact. In this episode, Robert explains how he got involved with this field, what he means when he says he “makes the complex simple” and helps businesses do the best for them and their customers, how his work specifically applies to call centers, the other contact options a company can utilize besides a typical call center, the things a business needs to consider when evaluating feedback and analytics for their customer interactions, his tips for businesses that are looking to have their customer service representati