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Curing contact center fissures and creating unforgettable customer experiences.

Let's put the power of CX, WFO, company culture, and technology to work for you.

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Hey there, I'm Roger Lee

I’m known around the industry as Dr. WFO for helping organizations create positive employee and customer experiences while improving the overall financial health of your contact center. When high attrition, low customer satisfaction, and inefficient processes ail you, the doctor is in.

With over two decades of experience in leadership positions in both customer engagement centers and technology vendors, my mission is to use this intersectional knowledge to help you stop triaging contact center breakdowns and start maintaining the overall health and functionality of your enterprise.

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How I Help

Consulting

Solving contact center challenges with operations, people, processes, strategy, and technology.    

Facilitator

As a certified generational trainer, my expertise is in facilitating meetings for effective brainstorming and prioritization.

Speaker

As an event speaker, I cover leadership, a healthy company culture, utilizing technology and AI, and fostering connection.

Consulting

I specialize in contact center challenges with operations, people, processes, strategy, technology, or some combination of all. 
 
This might look like raising your passing Quality Monitoring score, transforming your organization from service to sales, or helping you identify problems and solutions.
 
I guide you through a process of assessment, presenting findings and recommendations, and helping you build a business case to support any recommended investments. I am available to assist with solution implementation on a case-by-case basis. 
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Facilitation

As a certified generational trainer, I facilitate meetings from small groups of six to up to fifty individuals to help organizations effectively brainstorm, prioritize, and make united decisions. 

I curate an environment that fosters creative thinking, a respectful exchange of perspectives, and clear objectives where everyone can contribute. 

Facilitated conversations such as these are the fastest way to get out of indecision, create clarity and build momentum in your organization. 

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Book A Free Consultation

Speaking

As a speaker, I engage your attendees on top-of-mind issues at the crossroads of people, processes, operations, technology, and strategy. 

Contact center professionals must remain on the leading edge of efficient processes and technology utilization that help our human workforces thrive in the workplace and create outstanding customer experiences. 

From industry events at CCWVegas to Focus Groups with CCNG and Contact Center Pipeline, my speaking and presentation style creates an engaged environment with actionable insights your attendees can start implementing tomorrow. 

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Testimonials

"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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From the desk of Dr. WFO

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