About The Author

Rob Archambault is a contact center professional with 19 years of experience in a wide range of roles and contact centers. He specializes in quality management, workforce optimization and dialer operations. Rob has been with NICE Systems, INC. as a Business Consultant for the last year and a half developing new offerings and conducting advisory consulting engagements for NICE’s broad range of customers. Most recently, NICE has asked Rob to develop new consulting offerings meant to guide clients on industry best practices. Prior to joining NICE Rob operated his own contact center consulting company under the Archnau Communications and Consulting banner. He also was a member of HP’s World Wide Financial Industry Services global team working with international companies in Western Europe, the Americas and Australia to deliver consulting and business process outsourcing services. This is Rob’s second time serving as a judge for ICMI’s Global Contact Center Awards.