Keith Dawson
has been an authority on call centers and the management of customer care
technology since 1990. He is a Principal Analyst in Frost & Sullivan’s contact
center practice, and covers a range of contact center technologies and its
applications in customer service operations. His particular interest in recent
years has been the customer experience: how it is measured and whether companies
are using the contact center as well as they can to manage that experience to
their advantage.
Keith has advised several contact center vendors on product and market
strategies, and end-user organizations on contact center strategies, operations
and implementation best practices to improve the effectiveness and efficiency of
customer service operations.
Prior to joining Frost & Sullivan, as editorial director and senior editor of
Call Center Magazine for more than 10 years, he covered a wide array of tools,
including switching and ACDs, outbound dialers, CTI, CRM and IVR/speech
applications. He has blended with that a deep knowledge of the operational
techniques and business practices inside contact centers.
Keith has written hundreds of articles as well as several definitive books on
contact centers, including the classic Call Center Handbook, and Call Center
Savvy.
Keith is a much sought-after speaker and web-presenter in the contact center
industry, and has delivered several keynote presentations and speeches at Frost
& Sullivan’s conferences and industry and vendor user-group events.