Brian GoldenContact Center Operations and Management ConsultantImplementation Institute
As an Operations Manager for
a contact center outsource
company, he launched and managed
a multi-site direct-response
operation for the nation’s
largest wireless
telecommunications company
during the industry’s most
significant years of growth.
The operation exceeded the
expectations of the
organization’s executive
leadership as it quickly
overtook the well-established
retail operations as the largest
channel for new customer
acquisitions. Consulting with a firm
specializing in Customer
Relationship Management, he
helped several organizations
achieve higher customer
satisfaction and retention,
often while reducing operating
costs, through design and
effective implementation of
technology, process
improvements, and overall
customer interaction strategy.
His work spans several Fortune
500 companies in the Healthcare,
Financial Services, Automotive,
Insurance and Hospitality
industries. Brian is the founder and
president of The Outsource
Advisors, a consulting company
that assists companies in
ensuring that any portions of
their customer contact
operations they may choose to
outsource are delivering service
that is in alignment with their
customer needs and expectations. Areas of Expertise - Implementation Effectiveness - Customer Relationship Management (CRM) - Contact Center Operations Management - Contact Center Outsourcing - Customer Interaction Management - Technology Development and Deployment - Multi-channel Service Delivery - Process Reengineering - Performance Management - Change Management - Strategy Development and
Execution Education - Bachelor of Arts in
Business Administration - Master of Science in
Organization Development
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Brian
Golden’s experience as a
customer interaction management
professional includes working
both internally in line
management roles as well as
externally as a consultant
helping companies align their
service strategy with market and
customer demands with cost
effective operations.