James Isaac (Ike) Mitchell
Mr. Mitchell is a senior consulting associate with Lauro Consulting, Inc. and a customer service professional with an in-depth knowledge of process re-engineering, customer service, and technology. He has a successful record in both the technical and human sides of contact center design, implementation and management.
His work experience includes managing contact center operations, contact center and telephony consulting, designing and implementing contact centers, shared service centers, service desks and back office organizations, processes, and technology.
His skills include:
- Assessing & Avoiding Business Risks
- Influencing Senior Management & Clients
- Planning Technology Assets
- Establishing Business Goals & Strategies
- Managing Large Programs & Projects
- Initiating and Negotiating Contracts
- Attaining Cost Reduction Goals
- Staffing Multi-Disciplinary Activities
- Managing CRM in the Contact Center
- Multi-Channel Contact Center Operations
- Realizing Customer Satisfaction
- Operationalizing Customer Intelligence
He has extensive list of publications including:
- “Operationalizing Customer Intelligence in the Contact Center”, Business Communications Review, December 2007
- “Searching for the Perfect CRM”, May 2007, Connections Magazine, p. 25-26
- “Time Accounting in the Contact Center”, July 2004, Business Communications Review, p. 44-47
- “PSTN Access for your Contact Center”, December 2003, Business Communications Review, p. 36-41
- “Contact Center Service Providers: More Than Outsourcing”, Business Communications Review, December 2002, pp. 44-47
- “Migrating Customers to Self Service”, Business Communications Review, July 2002, pp. 43-46
- “Call Center Consolidation”, Business Communications Review, Dec. 2001, pp. 24- 28
- “Transforming the Call Center”, Customer Interaction Solutions, May 2001, pp. 48-53
- “Technology Planning for Utility Call Centers”, Customer Service Quarterly for Utility Executives, January 1999
- “Call Center Basics: Half a Dozen Mistakes”, Customer Service Quarterly for Utility Executives, July, 1998
- “Six Call Center Mistakes to Avoid”, TeleProfessional, Vol. 9, No. 10, P. 76 Nov, Dec 1996
Mr. Mitchell is holds an ITIL V3 Foundation Certificate and is a certified Project Management Professional (PMP).