About The Author

Ruth O’Brien has over 25 years of experience in call center service delivery. She is the Principal of RMO Consulting Services providing service strategy and call center optimization consulting to companies seeking to succeed in dynamic markets. Prior to consulting, she worked for industry leading call center outsourcing companies such as; APAC, Stream and Sitel in senior global operational and client management leadership positions across multiple industries. She has worked with over 50 companies and brands in the course of her Call Center Outsourcing and Consulting work, including Fortune 500 companies, not for profit organizations and start-up companies. She is an active call center industry expert and an evangelist for hiring people with disabilities.