Brian has 20 years of experience in organizational management and an additional ten years in contact center consulting. He has also held positions in executive management in start-up companies and in multi-million dollar corporations. He joined Strategic Contact in 2006 after being President of Primary Matters, Inc. where he was directly involved in the design, development, application and support of an activity-based planning and analysis tool for contact centers. Brian provided all customer training and support to the contact centers using the planning and analysis tool, as well as completing consulting projects within contact centers focusing on process-driven analysis.
Brian helps clients on a wide-range of projects, including: Designing IT projects to optimize business benefits; Defining requirements, selecting technologies, and providing project management for implementation; Examining the impact of re-designing business processes; and Benchmarking organizational best practices and generalize across the organization for efficiency.
Brian has authored several white papers and speaks at customer support conferences. Brian has an M.B.A. in Business Administration from Harvard Business School, Harvard University and a B.S. in Business Administration from the University of Illinois. Brian is a retired U.S. Navy Commander.