Robert Lamb Consulting Solutions Contact Center Services Director AT&T

Robert Lamb is the Director and sole Practice Lead for AT&T Consulting’s (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&T’s most significant customers.

Robert’s 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 client’s 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. Robert’s consulting client list includes organizations such as Best Buy, Fidelity Investments, Ford Motor Company, CVS Pharmacy, Charles Schwab, Farmer’s 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&T’s 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 Genesys’ G-Force, Avaya’s AAAUG, Nortel’s INNUG and Cisco Networkers Live. He is a member of AT&T’s Speaker’s Bureau, presenting executive level sessions at AT&T’s Executive Customer Briefing Centers.  He has is a leading blogger on AT&T’s Networking Exchange, spoken on radio programs and has delivered webinars and podcasts for various leading organizations.

Read the Latest

Content Type

CLOUD ENABLED BUSINESS

5 Reasons Why Cloud Brightens The Contact Center Forecast

06/03/13 blog
WORKFORCE COLLABORATION

Stock Market Highs Make This A Good Time To Invest In UC

03/22/13 blog
ENHANCING CUSTOMER EXPERIENCE

The 1 Key To Increasing Net Promoters

01/17/13 blog
WORKFORCE COLLABORATION

6 Ways To Optimize Customer Experience

12/10/12 blog
WORKFORCE COLLABORATION

5 Steps to Increasing Your Net Promoter Scores

11/01/12 blog
MOBILE BUSINESS TECHNOLOGY

Smart Businesses Support Smartphone Customer Contact

07/23/12 blog
WORKFORCE COLLABORATION

SIP Gives More Refreshment from Expense in a Contact Center

04/25/12 blog
WORKFORCE COLLABORATION

Your Voice has Changed, Socially Speaking (Part 2)

02/28/12 blog
WORKFORCE COLLABORATION

Your Voice Has Changed, Socially Speaking (Part 1)

10/04/11 blog
ENHANCING CUSTOMER EXPERIENCE

How Big is My Breadbox?

07/26/11 blog
MOBILE BUSINESS TECHNOLOGY

Measure Twice; Cut Once

05/10/11 blog