Keith Dawson
Principal Analyst, Information & Communication Technologies
Frost & Sullivan

Keith has been an authority on call centers and the management of customer care technology since 1990. He is a senior analyst in Frost & Sullivan’s contact center practice.

As editor of Call Center Magazine (twice), he covered a wide array of tools, including switching and ACDs, outbound dialers, CTI, CRM and speech recognition. He has blended with that a deep knowledge of the operational techniques and business practices inside contact centers.

Keith has written thousands of articles as well as several definitive books, including the now-classic Call Center Handbook. 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. He is a sought-after speaker and web-presenter.