Robert Lamb is the Director and sole Practice Lead for AT&T Consulting’s (formerly Callisma) global Contact Center consulting services, which provides a full compliment of customer contact planning and analysis services, as well as contact center integration, optimization and application development professional services. Robert provides customer contact thought leadership and support in designing, implementing and optimizing virtual contact center solutions to AT&T and its most significant customers. Robert is a published author on customer contact and has received multiple industry recognitions and corporate achievement awards including AT&T’s Diamond Club and SBC's President's Club. A member of AT&T’s Speaker’s Bureau, Robert is a staff member of industry and philanthropy organizations including the International Contact Management Institute, IQPC, Contact Center Association and Customer Contact Summit and regularly presents at conferences and trade shows. Robert has 27+ years of experience in the strategy, design and development of optimized contact centers around the globe. He has consulted to over 1,500 customers. He has technical certification for design, implementation, integration and application development for IP and TDM contact center and telephony technologies for Cisco, Avaya/Nortel and Genesys. His contact center designs have been implemented for +150 clients worldwide. Specialties: Robert’s specialty is applying leading technologies in a risk-mitigated approach to maximize the bottom line while optimizing the customer experience. He has developed and delivered business strategies incorporating leading customer access channels such as mobility/smartphone, video, social media, SMS/MMS text, and virtual agent, and traditional of voice, Email, Point of Sale and web. His strategies have defined roadmaps for implementing virtual contact centers and optimizing globally based enterprise-wide centers to meet the client’s specific business needs.

Global Director/Practice Lead for contact center/customer contact services @ Robert has global responsibility for providing leadership and methodology guidance to the contact center practice focused on delivering business and technical consulting for customer contact initiatives and contact center solutions to external Fortune 500 and internal customers. He has led his practice to double digit revenue growth during each of the past 4 years. He develops and presents client facing presentations and leads technical discussion sessions. He provides technical sales support on customer contact and contact center consulting business development opportunities, such as client facing presentations and leading technical discussions. He develops and provides guidance on consulting delivery methodologies and provides assistance to develop the overall AT&T contact center customer strategy. Also develops contact center solutions including system designs, business case development, scopes of effort, statements of work, RFP responses (often in conjunction with other AT&T teams and on complex bids which include consulting). From July 2006 to Present (9 years 6 months) Contact Center Systems Integration Manager @ Robert was responsible for support in designing and implementing systems and solutions for AT&T customers and presenting solutions to the customers. His specialty was the design and implementation of Cisco UCCE/UCCX/CVP/ICM contact centers. He provided design and implementation assistance for Cisco voice convergence contact center products, Avaya TDM and IP voice transport and call center products, Nortel callc enter applications, and Genesys call center applications. Assisted in design and proposal development of Aspect/Concerto/Rockwell dialer/ACD systems and other adjunct applications, such as IEX workforce management, Verint and Cistera digital recording and VEL and Symon statistic displays. Promoted from Call Center Sales Support Manager in January 2004. From June 2000 to June 2006 (6 years 1 month) Telecom Systems Manager/Call Center Specialist @ Robert was responsible for operational and technical support, systems integration and design of intelligent call router, ACD and CTI applications, IVR systems, systems integration and consolidated reporting solutions. He managed installation projects for call centers of varying technological complexity. Most notably, he was instrumental in implementing and managing the conversion of 70+ regional call centers into three virtual state-of-the-art centers using Cisco ICM. Responsible for a team of five analysts providing support for voice telecommunications for 295 retail and 39 call centers and 9 distribution facilities with an annual expense budget of over $15M. Responsibilities include PBX/ACD/CTI/IVR/ICR/WFMS/VM system design, administration and management, traffic audit and analysis, service vendor management, IXC call routing, financial and disaster recovery planning. Promoted from Sr. Telecommunications Specialist in March 1999 and Telecom Specialist in January 1998. From July 1996 to June 2000 (4 years) Telecommunications Manager @ Responsible for operational management for voice telecommunications for 6 corporate domestic facilities, one European facility and 16 satellite locations for staff of over 1500 employees. Responsibilities include PBX and ACD system design and management, administration and management, voice traffic analysis, vendor service contracts, telecom bill auditing, IVR management, facility voice cable installation, management and inventory, telecom and collateral purchasing, voice mail design, management and administration, cellular, remote and overhead paging and fax services. Promoted from Communications Supervisor in January 1990. From October 1986 to July 1996 (9 years 10 months)

Robert Lamb is skilled in: Call Center, IVR, CTI, Telephony, Avaya, Genesys, Customer Contact, ITIL, Contact Center Design, Social Media, Customer Experience, Cisco contact center, Social Media Consulting, Social Media Integration, Mobility Strategy