Brian LaRoche is the principal of Brian LaRoche Consultancy, a practice serving both end users and platform providers within the contact center and workforce optimization fields. His 40+ years of experience includes business development, platform and process design, sales, marketing, operations, communications, interaction analytics, quality assurance and customer service elements of the contact center industry. Brian is well known as the former producer and host of CallMiner’s popular Monthly Education Webinar series and has lent his subject matter expertise as a guest panelist, speaker, blogger, and podcaster on a number of topics including interaction analytics, collections, sales, workforce optimization, customer service and leadership best practices.