Chris is a Digital Contact Center consulting practice leader & managing director with focus on contact center operations, process methodology and technology.
Since joining Deloitte in 2015, Chris has served as a Digital Contact Center consulting practice leader & Managing Director. Chris specifically served as Contact Center SME and project leader within project teams at US NAVY Contact Center transformation, State Department Refugee Resettlement, Department of Commerce, Veteran’s Affairs and States of TN, NY, CA, OH, IL, NM, NV, VA, among others. Chris’s areas of focus are in contact center operations, process methodology and technology. Throughout his career Chris has led many large-scale technology implementations and has successfully built many contact center support operations in the commercial and government spaces from the ground up or through seamless transition. A contact center professional with extensive global experience and expertise focusing on providing world class customer experience & human centered design through the implementation of omni-channel (voice, digital, chat, social media, etc.) support strategies. The solutions include virtually all support types e.g., technical support, pay for support, customer service, sales, service to sales, billing, and retention. Focus has been to leverage technology and/or self-service applications (including AI) to enable the customer to engage the support organization in the manner most convenient that results in an exceptional experience.