Principal Consultant and President

Mitchell Lieber is a frequently quoted authority and award-winning leader in the contact/call center profession. He is also a published author and highly regarded educator on contact and call centers. Experience Mr. Lieber has developed, managed or advised on more than 200 contact/call center programs. These have spanned operations involving inbound, outbound, blended (inbound and outbound), e-mail handling and web integration. He has recruited and trained hundreds of contact/call center reps and has developed effective, ongoing teleservices-training systems.

Mitchell Lieber advises clients on the acquisition of off-the-shelf contact/call center software and computer hardware and has guided custom software development teams for direct and teleservices marketing applications. He has specified or advised on more than $15,000,000 in network services and telephone equipment.

Mr. Lieber’s seminars and workshops have trained direct marketing and contact/call center managers from the American Teleservices Association, Direct Marketing Association, DePaul University, many regional direct marketing associations and International Quality and Productivity Centers (IQPC).

Mitch’s expertise is first hand and front line. Prior to devoting full-time to consulting and management training in 1989, he managed call centers which handled programs for companies such as American Express, the American Medical Association, AT&T, Haworth, Hitachi, Hon, Interplak, Kemper, Nuveen Investments, Philips and Zenith Data Systems. He also directed telecommunications and very early in his career served as a call center supervisor and as a telephone rep.

Pragmatic Innovator and Forecaster
Mitchell Lieber trailblazed teleservices innovations such as segmented scripts, retiree phone reps, transferring inbound hot leads to the point-of-sale in another city, blended/universal agents, call center career-pathing and skills-based routing in the mid-1980's, a decade before they became common practice (and before some became welded to expensive technology).

He initiated the first teleconference training session for call center reps, and co-convened the first web marketing seminar for direct marketers, both in 1994. In 1996, his widely published article of Teleservices Trends 2001 forecast the rise of web-integrated call centers, speech recognition, server phone systems, predictive modeling in call centers and an integrated CRM approach to Teleservices.

Author, Educator And Leader
Mitchell Lieber is a contributing author on call centers to the respected Creative Strategy in Direct Marketing (1997, Susan K. Jones, NTC books) and has been published or quoted by most major trade publications including Advertising Age, Card Marketing, Catalog Success, Direct, DM News and TeleProfessional (now Customer Interface).

He is the instructor of Teleservices & Contact/Call Centers of DePaul University’s Direct Marketing Certificate program. He frequently speaks on contact/call center topics at the annual conferences of the Direct Marketing Association, American Teleservices Association and other groups.

Mr. Lieber is a voting member of the technical organization, the Society of Telecommunications Consultants. He is certified by Purdue University's Center for Customer Driven Quality as a call center auditor authorized to use Dr. Jon Anton's Benchmark Portal datamart of call center best practices. He is a member of the Direct Marketing Association’s International Echo Awards Committee and the American Teleservices Association's Legislative Task Force, and is past president (2001-01) of the Chicago Association of Direct Marketing (CADM). In 1996, Mitchell Lieber was awarded the TelPro — Teleprofessional of the Year Award by the American Teleservices Association and in 2003 was named Chicago Direct Marketer of the Year.