Proven Contact Center Results

unify people, process and technoloGy With Keynotes that inspirE, Consulting that Sticks & results your CFO can Celebrate

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Results You Can Stand By: 3 AI Solutions Launched in 6 Months 30% faster delivery  $2M+ new services  $6M impact 

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Hey there, I'm Roger Lee

A consultant, speaker and executive advisor helping organizations modernize their contact centers and lead confidently through the rise of AI. With over 15 years in global operations, customer experience, and AI product strategy, my work brings a rare blend of technical expertise and human-centered leadership. Contact Center Advocates helps teams align people, process, and technology, so work feels smarter, simpler, and more connected.

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Upcoming Events

2026 ACEL Conference
August 13-14 2026 | Tempe, Arizona

I’ll be leading two sessions, speaking on The Human Algorithm: Leadership That No AI Can Replace, and The Evolving Leader in the Age of AI: Because Leadership, Like Software, Needs Regular Updates. Register to join us. 

Learn More & Register

Stay On The Leading Edge Of:

AI Readiness & Governance

Build responsible, scalable AI strategies.

Contact Center Optimization

Transform operations from reactive to proactive.

Customer & Employee Experience

Foster empathy-driven performance.

Operational Excellence

Apply Six Sigma and COPC to drive results.

Ways To Engage

Speaking

Delivering practical, audience-involved keynotes on leading in the age of AI. Expect clear frameworks, real contact-center examples and actions teams can use Monday.

Consulting

Helping contact centers work smarter by aligning strategy, process, people, and technology. We target the right use cases, elevate WEM/QA and analytics, and deliver measurable gains in speed, quality, and cost.

Facilitating

Leading hands-on workshops that turn problems into ideas and insights into action. Translating keynote topics into frameworks for your context, next step prioritization and commitment to measurable outcomes. 

"He did a comprehensive assessment of our contact center and provided us with concrete, actionable information."
Customer: Deluxe Financial ServicesServices: Quality Monitoring Program Assessment
“Roger analyzed our strengths as well as our areas of improvement. He's done a thorough job, and we’ve been able to implement immediate improvements to the program.”
Customer: EcolabServices: Quality Monitoring Program Assessment & Business Reporting
“Roger’s work is setting the direction for our rejuvenated quality program and though only a few months post assessment, Medica has already seen value as we have worked to implement some foundational initiatives. Most importantly, I have seen a change in the minds of the leaders within the call center…a balanced focus on quality and quantity.”
Customer: MedicaServices: Quality Monitoring Program Assessment
"Roger was able to visit our facility and quickly evaluate our Quality program.  He offered a fresh perspective and gave us many helpful tips that we will use to improve our operation."
Customer: MidAmerican EnergyServices: Quality Monitoring Program Assessment
“Roger was a great presenter and gave us several good options that we could look at to make our QM Program more effective.”
Customer: EntergyServices: Quality Monitoring Market Trends Presentation
“Roger’s work with Orange was extremely valuable. He evaluated our Quality Program and made important recommendations that helped us improve our processes.”
Customer: DominicanaServices: Quality Monitoring Program Assessment
“My organization has met with many consultants and Roger’s approach was refreshing to all – straight-forward, actionable feedback and recommendations that we can start implementing immediately to improve employee morale and customer satisfaction.”
Customer: EmbarqServices: Quality Monitoring Program Assessment
“Roger examined people, processes, and technology and helped us develop a road map for the future.  His keen insights, quality focus, and industry expertise allowed him to provide us with an extremely valuable list of prioritized recommendations.  This was not a mere laundry list of pie-in-the-sky suggestions; these were actionable initiatives that were tied directly to our strategic plan and operational goals.”
Customer: Church Publishing Inc.Services: Contact Center Operations Assessment
“We invited Roger Lee to join our future planning session and brief us on trends he's seeing in the industry. With the breadth of his experience worldwide, Roger provided great insights and left us with thought provoking ideas for world class organizations.”
Customer: BNSF RailwayServices: Executive presentation – Evolving the Contact Center (5-year outlook)
“Roger and team spent 2 ½ days with my team continuing to help us further our adoption and usage of our multichannel analytics solution. He helped us stay focused on the many topics we had to cover. The consultative approach and jovial demeanor he used with my team was appreciated and helped to engage participation. Roger understood and read my team, and their individual personalities, spot on.”
Customer: HSNServices: Multichannel analytics software adoption
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Speaking

From Your Podcast to The Main Stage

I design keynotes and companion workshops that help contact center leaders cut through AI hype and build human-centered, high-performance operations, where technology serves people and results. 

Whether it’s a mainstage or a breakout, you’ll get sessions that light up the lobby with conversation, blend humor with hard-won insights, and bridge generations so everyone leaves aligned and ready to act.
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Consulting

I build people-first, performance-driven operating models, where tech amplifies talent and data guides decisions. Using WEM, conversational analytics, and pragmatic AI, we turn noise into measurable wins: faster delivery, new revenue streams, and multi-million-dollar impact across complex teams. You’ll leave with a focused portfolio of use cases, an adoption playbook (skills, comms, governance), and a cadence that sticks.

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Let's start a conversation.
I'm here to help.

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