Your Contact Center Should Be Creating More Value for the Business.
When costs grow too quickly, service slips, technology fails to deliver, managers spend their time fighting today's fires, or the numbers simply suggest the operation should be performing better, the obvious problem may not be the real one.
CXPro Connection helps organizations understand what is actually happening inside their contact center, quantify the opportunity, and implement measurable improvements.
Built from more than 20 years on the operator's side of the table.
Measured in Results, Not Recommendations
I've operated across the full spectrum of contact center environments:
- Mega-centers of Fortune 50 companies
- National and regional mid-sized operations I've personally transformed
- Small operations built from scratch
- International and domestic teams
- Nearshore and offshore operations
- Both sides of BPO & shared-service arrangements
I've run centers from lean, single-site teams to enterprise operations spanning hundreds of agents, and I've personally owned the P&L, the technology roadmap, the Customer Journey, and built a ridiculously deep bench of talent to support each one.
Right now, I'm working inside one of the most AI-intensive contact center environments in the industry. I am loving my hands-on work with agentic AI outbound, real-time agent assist, AI quality assurance and sales coaching, and AI-driven caller authentication. This is not theory I've read about. It's what I'm doing this week.
LLM? RAG? Latency? Sentiment Analysis? Model Drift? Orchestration? Now you're speaking my language!
Why This Matters Now
AI is landing in contact centers faster than most leadership teams can properly evaluate it. Every day business leaders just like you are being wooed by charlatans peddling a temperamental chat GPT wrapper being billed as better than sliced bread. Do you have the experience or industry connections to know the real players from the posers? Or even worse: Have you adopted a technology because it solves someone's problem, usually a cost problem, without anyone stress-testing what it does to the Customer you spent all of that money to acquire? I've watched this happen in real time, from the inside, at more than one company. Part of what I offer is simply having already seen where these decisions go right and where they quietly go wrong.
What I Deliver
- Operational Efficiency: workforce management, agent scorecard development, service level design, cost-per-contact reduction
- Customer Experience Strategy: voice of Customer programs, journey design, closed-loop feedback
- AI & Automation Guidance: evaluating and implementing agent-assist, conversational AI, and agentic solutions without sacrificing the human side
- Leadership & Team Development: coaching frameworks, succession planning, performance management
See the full list of services →
Track Record, Briefly
- Reduced average handle time by 26% while improving first contact resolution
- Returned $750K+ annually through staffing optimization, without a decline in service level
- Cut attrition by 80% year-over-year through a redesigned staffing and scheduling approach
- Elevated self-service at one employer from 63.8% to 82.5%, returning millions in staffing reductions while growing revenue by eight figures over a five-year period
- Managed contact center technology investments exceeding $12M
- Held leadership positions spanning Information Technology, Portfolio Management, Product Development, with extensive experience in Inbound and Outbound Sales and all aspects of Customer Experience and service operations
Are you ready to eliminate the waste in your operations and re-imagine your Customer's Experience at the same time?
How This Works
1. A 20-Minute Conversation - No pitch, no obligation. We talk through what's actually going on in your operation and whether I'm the right fit to help.
2. A Straight Assessment - If it makes sense to go further, I'll tell you plainly what I see, what I think is fixable, and roughly what it would take - before you commit to anything larger.
3. The Engagement, Scoped to You - Depending on what you need, that might be a focused audit, a short-term project, an ongoing advisory retainer, or something in between. Most work is done remotely, with on-site time available where it genuinely adds value.