Why Lieber & Associates

• Clients — Call Center Consulting and Training
• Consultants & Analysts
• Strategic Alliances
• Ethics
• Charitable Projects
• Press Coverage
• Speaking Calendar - Mitchell Lieber
• Awards
• Selected Articles

Services

• Consulting Services
• Management Seminars & Keynotes
• Telephone Staff Training
• Cyber-Training
• Free Pointers
• Assistance

Press Coverage

Internal

• Physician Referral and Telephone Triage Times (January 2005)
  Tightening Your RFPs and Contracts for Technology Vendors
• Physician Referral and Telephone Triage Times (May 2004)
  Demystifying Call Center Technology
• STC Lines (June, 2003)
  Pioneer Call Center Consultant Mitchell Lieber named 2003 Chicago Direct Marketer of the Year
• DM NEWS (April 15, 2003)
  DraftWorldwide Bags Top Tempos at CADM
• DM NEWS (July 3, 2001)
  CADM Approves New Code of Conduct For Members
• CATALOG SUCCESS (January 1, 2000)
  Outbound Strategies
• PLANTS, SITES & PARKS (April/May, 1999)
  An Important Call: How Telecom Taxes Impact Site Selection
• CHICAGO TRIBUNE, Voice of the People (July 27, 1991)
  Voice Mail Needs Human Attention

Links

• Deliver (October 2008)
  Hard Copy — Copier giant Ricoh wooed scores of tech execs with a personalized campaign designed to appear to their egos
• Deliver (October 2007)
  Liquid Gold: How the STORY agency turned a major mistake into a marketing masterpiece
• Fundraising Success (October 18, 2006)
  Put Your Best Foot Forward With IVR
• FundRaising Success Magazine (July 2006)
  Three Steps to Customer Satisfaction
• Target Marketing (July 1, 2006)
  Cover Story: How Good Is Your Customer Service?
• DM News (February 13, 2006)
  Interactive Technology Alters Rules of DM Branding
• DM News Outlook 2005 (February 7, 2005)
  Despite DNC, Teleservices Industry Is Poised for Growth
• Direct (April 1, 2004)
  The First 50
• STC Lines (June, 2003)
  Pioneer Call Center Consultant Mitchell Lieber named 2003 Chicago Direct Marketer of the Year
• DM NEWS (April 15, 2003)
  DraftWorldwide Bags Top Tempos at CADM
• DIRECT(April 3, 2003)
  CADM Names Lieber DMer of Year
• DIRECT (April 23, 2002)
  Live From Chicago: Jones Becomes Second Woman to Receive Downs Award
• DM NEWS (October 4, 2001)
  Image Makeover Urged for Teleservices
• CATALOG AGE (August 1, 2001)
  Eye on B-to-B: Dialing for Dollars
• DIRECT NEWSLINE (June 28, 2001)
  Chicago DM Posts a New Code of Conduct
• DIRECT NEWSLINE (August 5, 2000)
  Short Cut - CADM elected Mitch Lieber president
• MARKETING NEWS (January 3, 1994)
  Privacy Bill Alarms Researchers

Knowledge Base

• Assessment-Its Value and When
• Audit/Assess Your Contact Center
• Auditing/Assess: Internal Vs External
• Automate Cost Efficiently
• Automatic Call Distributors
• Buying Call Center Technology (Predictive Dialers, ACDs & Software)
• Call Blending Feasibility
• Call Blending Success
• Call Center Periodicals
• Consumer Privacy & Sales Resistance
• FCC & FTC Regulations
• 32 Factors to Consider for Developing (or Improving) an In-House Contact/Call Center
• Inbound Metrics
• Outbound Metrics
• Monitor Calls to Increase Sales & Service
• What Should Be In Your Outsourcer RFP
• Training Outsourcers' Staff
• Scripts and Call Guides for Sales Calls
• Sales Lead Management
• Integrate Field Sales and Phone Sales
• Nine Ways ToGenerate More Response To Your Toll Free Number Advertising
• Train Reps Well!
• Transfer Calls Now to Make More Sales
• Improve TSR/CSR Performance In Your Contact/Call Center
• Web Chat...Maybe

Selected Articles

• CADM's adMarks (August 2005)
  Toward the 22nd Century
• Target Marketing (October 2004)
  Six Ways to Conduct Successful Telemarketing in a Do-Not-Call World
• DM News, 25th Anniversary Supplement (October 4, 2004)
  Phone Channel Learns to Adapt
• Target Marketing (November 2002)
  Can We Chat About Web Chat?