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Robert Lamb is the Director and sole Practice Lead for AT&T Consultingís (formerly Callisma) Contact Center consulting practice, which provides a full compliment of analysis and strategy services for customer contact and contact centers, as well as professional services for contact center integration, deployment, optimization and application development. Robert provides thought leadership in defining customer contact strategies and designing virtual contact center solutions to provide competitive advantages to AT&Tís most significant customers.
Robertís specialty is applying convergence technology to develop virtualized contact centers to maximize the bottom line and optimize the customer experience.† He has developed and delivered business strategies across all customer access channels, including social media, SMS text, mobility, video, Email and web, for implementing virtual contact centers and optimizing enterprise-wide centers to meet clientís specific business needs.
Robert has 27+ years of global experience in customer contact and the strategy, design and development of optimized contact centers. He has consulted to over 1,500 customers. Robertís consulting client list includes organizations such as Best Buy, Fidelity Investments, Ford Motor Company, CVS Pharmacy, Charles Schwab, Farmerís Insurance, AARP, DISH Network, Caremark, General Motors, Lexmark, Honeywell, US Army and Air Force Exchange Services, Cancer Treatment Centers of America, Humana, USAA, Discover Financial, Dow Jones Co., Esurance, GEICO, Qatar Telephone, TelerX, Home Depot, International Hotels Group, Travelocity, West Interactive, Trinity Health Care, Medco, the State governments of Michigan, California and Texas, GMAC, Zurich Financial Services, Recall Inc., CareCore National, American Water, Cardinal Health, and US Dept. of State.
Robert holds technical certifications for design, implementation and application development for contact center and telephony technologies for for Cisco, Avaya, Nortel and Genesys. He has designed architectures implemented for +150 clients globally. He also holds ITIL certification.
Robert is a published author on customer contact and has received multiple industry recognitions and corporate achievement awards including AT&Tís Diamond Club for 2012.† Robert is a staff member of several contact center industry and philanthropy organizations, such CCA, ICMI, TMC Net, and MER Customer Response Summit, and regularly presents at their conferences.† He has also presented at leading vendor trade shows, such as Genesysí G-Force, Avayaís AAAUG, Nortelís INNUG and Cisco Networkers Live. He is a member of AT&Tís Speakerís Bureau, presenting executive level sessions at AT&Tís Executive Customer Briefing Centers.† He has is a leading blogger on AT&Tís Networking Exchange, spoken on radio programs and has delivered webinars and podcasts for various leading organizations.