Michelle D. Babb

Call/Contact Center Management and Technology Consultant with experience in all aspects of call/contact center including workforce management and optimization (WFO), self-service (IVR and Web), advanced call and contact routing (ACD), performance analytics and reporting, and the selecting, designing, implementation, and management of technology solutions that solve business problems. Michelle has over 14 years of experience in the call center and telecommunications space. Her experience covers the areas of call center management and strategy, process improvement, business analysis, project management, solution design and maintenance supporting international multi-media contact center environments from 200 to 12,000 seats in multiple industries, including financial and insurance services, healthcare, travel, and telecommunications.