Quality Assurance Leadership
As the owner of an auto QA firm, I have helped develop AI-driven solutions to analyze 100% of customer interactions, improve agent performance, and predict benchmark customer satisfaction. By using benchmarkable QA metrics, I helped achieve outcomes like up to a 25% boost in customer satisfaction and first-call resolution, positioning the firm as a trusted partner in scalable, effective QA.
Contact Center Author
Mike is a pioneer and visionary in contact channels’ CX measurement of first call resolution, one contact resolution, omni-channel, CX greatness, customer emotion, and quality assurance. Mike has written five thought-provoking contact channel CX research books (i.e., World Class Call Center, First Call Resolution, FCR Best Practices, One Contact Resolution and most recently One Contact Resolution 2nd Edition). Mike has conducted best practice case studies with organizations such as American Express, FedEx, and VSP Vision Care.
Social Media Contributor
Mike is a popular contact center industry thought-leader with over 25,000 LinkedIn followers and is one of the top 10 most influential contributors in the contact center industry based on a recent Fonolo poll. Mike is a sought-after speaker for contact center conferences and has a world-class satisfaction rating for speaking at those events.
