1 Match for Mitchell Lieber from Milwaukee, Wisconsin, USA

Mitchell T. Lieber Age 66

Chicago, IL | Evanston, IL | Milwaukee, WI

EXPERIENCE * Consultant on marketing and service strategy, channel integration, technology and operations * Consultant on call and contact centers using telephone, email and web chat, both in-house and outsourced * Web site usability and design consultant ORGANIZATION LEADERSHIP * Conceived and led start-up of ECHO Academy of Direct Marketing Arts & Sciences, new governing and membership body of DMA International Echo Awards (2006-08) * Created and launched team of International Ambassadors, who represent the DMA ECHO Awards in 25 countries (2005-06) * Led turnaround and revitalization of Chicago Association of Direct Marketing, following a three year decline in the annual conference with 10% and 20% increases in exhibits and attendance (2000-01) * Turned around BSI call center organization, following poor service and 33% losses with exemplary service and profits (late 1980's) PRACTICES INNOVATED OR PIONEERED 2007 Customer Experience Model for Contact/Call Centers 2002 Proprietary Call Center Evaluation Tools 1994 First Internet Marketing Seminar for Direct Marketers 1994 First Teleconference Training for Call Center Reps 1992 Integration of Call Centers and DM 1987 Response Projection Methods for Inbound Calls Generated by Ad Campaigns 1987 Tri-Level - New Service Level Metric (enhanced 2004) 1986 Blended Agents/Universal Agents 1986 Skills-based routing 1984 Conditional close for sales 1984 Segmentation for call center campaigns MOBILE, WEB AND CONTACT / CALL CENTER DEVELOPMENTS PREDICTED IN ARTICLES AND SPEECHES 2005 Use of smart phones to locate nearby restaurants, stores, etc. 2005 Geo-based non-voice ad messaging to smart phones 1999 National Do-Not-Call list (started 2003) 1999 Wide deployment of DSL and dramatic increase in web use due to faster access speed (than dial-up) 1999 Call centers in India 1996 Wide deployment of voice-recognition 1996 Web-integrated call centers 1996 Computer-based and network-based telephone systems Specialties * Strategy and strategic plans * Audit/Assessment and recommendation projects * Metrics and benchmarking * Management studies * Training call center directors, management and marketing executives in call/contact centers * Training call center reps and supervisors * Telecommunications technology, software and databases for call and contact centers * Branding integration * Customer experience enhancement

• #Depaul University