Independent Contact Center Consultants: Bridging Strategy, Technology and Operations Since 2004

Strategic Contact takes a fresh approach to contact center consulting.

Our clients tell us we get the job done differently than other firms because we really listen, provide unbiased feedback and analysis, and deliver high value results focused on their needs. We’re passionate about solving contact center challenges — whether it’s helping spearhead a new initiative, being a catalyst for change, introducing new technologies or processes, planning for or leading implementation, transferring knowledge, or adding expertise and bandwidth to client project teams.

Here’s our formula for client success:


We bring years of contact center expertise to every project – from strategy to planning to execution.



We help clients build process-driven, financially sound solutions that are aligned with business goals.



We deliver actionable recommendations that enable our clients to embrace the project outcomes.


View from the Trenches

We deliver results our clients value
  • I love you guys. You’re there when we need you but you’re not always trying to sell us something.

  • Lori is not only a subject matter expert but a good trainer. The course does not attempt to overload you, yet is very robust and enlightening. I learned a myriad of things I can apply immediately.

  • Your company’s involvement was critical to the success we had in this project. You did an outstanding job of helping us accomplish a difficult task in a very timely manner.

  • You really understand this industry.

  • Thanks for being a neutral third-party and bringing our team to a shared consensus.

  • You have helped us break the cycle of repeating a “bad” history.

  • We would not be where we are without your help.

  • Thanks for clarifying our options, and keeping us on track!

  • We couldn’t have done this without you.

  • Thanks for being a neutral third-party and bringing our team to a shared consensus.

  • You really helped us think through some important options.

  • The class exceeded any expectations I had and Lori was fantastic. She made all the topics real and applicable to my organization. I truly enjoyed the class.

  • Most consultants just sit back and advise. You actually get your hands dirty. You help us accomplish the things you suggest we do. You are there every step of the way.

  • Strategic Contact consultants have considerable experience and are very familiar and current with all of the technologies and best practices in this space. An added dimension is that they are equally familiar with business needs.

  • Strategic Contact spent the time to understand the nature of our call center and the challenges we face. They made recommendations on technologies that would provide good value for our organization.

  • We were looking at the best way to apply current technologies to our call center. We did a consultant search and Strategic Contact provided the most organized, well thought out approach to what we were looking for.

  • Strategic Contact helps teams move into more empowered and creative problem-solving actions. And they help organizations see internal roadblocks or risk factors from a non-judgmental third party perspective.

  • Knowledge is only one of their strengths. Their real strength is in their ability to partner and work with differing teams and priorities to recommend a winning outcome that allows for greater efficiencies. Our successes are partially a result of partnering with Strategic Contact. Strategic Contact brings out the best in existing call center staff.

  • We selected Strategic Contact to help us determine whether to in-source or outsource our call center and to help us improve the routing of customer calls between our sales and service contact center groups. While we selected Strategic Contact because of their expertise in call centers and call center technologies, they were ultimately re-engaged for a second project because of their people.

  • I would absolutely recommend Strategic Contact and we will continue to use them for our contact center consulting needs.

  • Thanks for highlighting the important decisions and their impact on our project. This helped us take ownership of the project outcome and realize some great benefits.

  • The learnings exceeded my expectations. I have many things to review and discuss when I return to the office! Your company’s involvement was critical to the success we had in this project. You did an outstanding job of helping us accomplish a difficult task in a very timely manner.

  • Brian and Steve are terrific! They did such a good job fitting into our culture, handling sensitive topics, and didn’t get distracted when the answers weren’t clear. They are really good at what they do. I feel like we made a terrific choice in selecting Strategic Contact for this project.

  • They brought instant credibility to our project. Strategic Contact helped us document and articulate a three-year technology roadmap for our contact centers. The advantage of working with consultants that specialize in contact centers – and are not trying to sell technology – is that senior managers are willing to listen and not assume there is a hidden agenda.

  • We’ve chosen Strategic Contact for a number of engagements based on their track record of delivery, which inspires trust and confidence. They are demonstrated experts in contact centers from a people, process, and technology perspective and they have a proven approach to driving actionable outcomes. They provide solid, understandable frameworks for brainstorming, requirements setting, implementation management, and follow up.