Deelee Freeman has been providing training, human resources and consulting services for contact centers for over 20 years. As a business consultant for an Atlanta-based quality monitoring software company, she worked with senior operations management, contact center management and quality assurance analysts of Fortune 500 companies, helping them improve contact center operations, quality monitoring & coaching processes and performance analysis. She has worked with call centers on improving customer service, business processes, implementing technology, improving sales and skill development in all levels in call center organizations, from front-line agent to senior management.