Brian Flagg is a 21-year veteran of the Support Center industry, leading support centers for such companies as IBM and Target, and an author and presenter. He recently published “Contact Center Excellence” which is now available on Amazon.com and other online sites. He freely shares his experience and expertise in the many articles he has published, conference presentations he has given, as well as discussion postings and webinars. His expertise covers such areas as strategy, managing variability, knowledge management, strategic hiring, engagement and quality management.
Brian is available for consultation, leadership seminars and training and industry conference speaking engagements. He can be found here http://flaggandassociates.com