David Raia

Mr. David Raia is highly regarded in the industry as a Contact Center Operations Improvement Specialist. He began his consulting career in 1995 and has spent the past 15 years successfully driving a variety of complex Contact Center Optimization engagements across Federal Government and Fortune 500 companies in the United States and Canada. He has successfully delivered People,Process and Technology Improvement projects for Contact Center functions that include: Sales and Service, Credit and Collections, Campaign Management and CRM Strategies and Tactics. He and his project teams have met or exceeded Business Case commitments in each completed engagement. His areas of expertise include Virtual Consolidations, Market Segmentation, Contact Management, Quality Assurance, Agent and Supervisor Training, Reporting and Performance Management and related workforce optimization. Mr. Raia has been a featured speaker on many of these topics at a variety of national Contact Center and Management Seminars. Prior to focusing exclusively on Contact Center Consulting, David enjoyed a successful career in the telecommunications industry; holding a variety of line and staff mid and senior management and executive positions in Sales, Service, Training Development and Delivery, Financial Management and Strategic Planning. In his last AT&T assignment, he was the General Manager of a 1,500 seat multi-functional National Sales and Service Assistance Center. He was accountable for the National Service Delivery quality and effective Financial Management of his organization.