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From calibration and coaching to Six Sigma and speech analytics, Autonomy etalk’s expert staff can speak to critical issues that contact centers face each day. Information about our speakers and their credentials follow. Roger Lee, Director of Consulting Services
 Roger Lee, a certified Six Sigma Black Belt, has more than 15 years combined experience in finance, call center operations, information management systems, restaurant operations, payroll services and quality. This experience includes developing and implementing a call monitoring program, and formalizing and implementing Lean and Six Sigma in the call centers within Deluxe Business Services, a business unit within Deluxe Corporation. Roger has led and participated in several process improvement projects in various organizations utilizing the Six Sigma methodology resulting in approximately $10 million in cost savings. Roger served as a team leader for the Minnesota Council for Quality, assessing local companies using the Malcolm Baldrige criteria. He is also a member of the American Society for Quality (ASQ) and was elected Vice Chair of the Education & Advancement section of the Minnesota chapter. He holds a bachelor’s degree in accounting from the University of St. Thomas in St. Paul, Minnesota. He leverages this expertise with on-site consulting services at contact centers across the country. Roger’s expertise spans the gamut of contact center best practices, including:
- Calibration (how-to, best practices)
- Call Library (building, maintaining)
- Call Recording (value, best practices)
- Change Management
- Coaching At-home Agents
- Coaching Skills (developing, teaching)
- Cost-Benefit Analysis
- Customer Churn (analysis and prevention)
- Contact Center Industry Trends
- Contact Center Retention (motivation, reward, recognition)
- Data Analysis
- Leadership Skills (developing, encouraging)
- Performance Optimization (global trends, program building)
- Project Management
- Quality Monitoring (basics, process improvement, trends, Six Sigma, program review)
- Process Improvement via Quality Monitoring
- Six Sigma (quality monitoring with, process improvement, market trends, application in the contact center)
- Speech Analytics
- Technology Trends
- Transforming the Call Center to a Profit Center
Here are some of the groups that Roger has addressed:
- British Columbia Contact Center Association
- Contact Forum
- CRMAdvocate
- CRMXchange
- Global Benchmarking Council
- International Quality Productivity Center
- Minnesota Telecommunications Association
- Real Market
An industry expert congratulates Roger Lee:
“I am pleased to inform you that you received some of the highest evaluation marks ever awarded a speaker in the 14-year history of this firm's existence. As you know, our meeting attendees are executive decision makers - VPs, CIOs, Directors and top level management in the Fortune 500; that they evaluated you in this manner should make you as proud (as we are delighted) to have had the good fortune to include you on our speaking roster. Our meeting attendees found you to be entertaining, engaging and enlightening. We couldn't have asked for more from a speaker!” B. Ann Recchie
Senior Analyst
Global Benchmarking Council
Matthew Storm, Product Manager, Qfiniti Applications
 Matthew Storm is the applications product manager for Autonomy etalk’s Qfiniti Enterprise product line, including all evaluation and learning solutions. He is responsible for the user-interface, customer experience and online training for all of etalk’s products. Prior to joining etalk, Matthew worked for an etalk distributor and provided implementation services to customers in the United States and Latin America. At Dell Computer, Matthew worked in contact center operations, managing all vendor relationships in the areas of quality monitoring, workforce management, eLearning and other contact center technologies. While at Dell, he implemented coaching, quality and training programs in the areas of technical support, sales and customer service. He holds a bachelor's degree in accounting from Oklahoma State University and an MBA with a concentration in Human Resource Management.
Matthew’s areas of expertise, among others, include:
- Maximum Performance Impact
- Unstructured Information in the Contact Center
- E-learning
- Speech Analytics
- Enterprise Quality Management
- E-learning
- Globalization and International Forces within the Contact Center Industry
Matthew has spoken before the following groups:
- CCNG
- CRMxChange
- Call Center Managers Association
- IMT Congreso Internacional
- Real Market
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