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Robert Lamb
AT&T
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Robert Lamb is the Director and Global Practice Lead for AT&T Consulting’s (formerly Callisma) Contact Center practice, which provides, among other services, a full compliment of contact center analysis, technology and professional services. Robert provides contact center thought ...
Robert Lamb is the Director and Global Practice Lead for AT&T Consulting’s (formerly Callisma) Contact Center practice, which provides, among other services, a full compliment of contact center analysis, technology and professional services. Robert provides contact center thought leadership and support in designing, implementing and optimizing contact centers for AT&T and significant customers.
Robert specializes in applying convergence technology to develop virtualized contact centers to optimize the customer experience. He has developed and delivered business strategy consulting for implementing virtual contact centers and optimizing enterprise-wide performance of the contact center specifically to meet the client’s business needs. In addition, he holds technical certifications for designing, implementing, integrating and developing applications for Internet Protocol (IP) and traditional Time Division Multiplex (TDM) telephony and contact center technologies for ACD, IVR, CTI and multi-channel contact support for Cisco, Avaya, Nortel and Genesys.
Robert has 23+ years of experience in the strategy, design and development of optimized contact centers around the globe. He has consulted to over 1,400 customers globally. Robert’s consulting client list includes organizations such as AT&T, GEICO, DISH Network, Ford Motor Company, Best Buy, General Motors, Lexmark, US Army and Air Force Exchange Service, Cancer Treatment Centers of America, Dow Jones & Co., Esurance, Qatar Telephone, International Hotels Group, Travelocity, West Interactive, Trinity Health Care, GMAC, Zurich Financial Services, Recall Inc., CareCore National, Cardinal Health, Discover Financial Services, State Street Financial Services, CVS Pharmacy, Farmer’s Insurance and the US Dept. of State.
Robert has also designed complex contact center architectures which have been implemented for over 150 clients including, among others: Adobe Software, A&E Signature, Bankers Bank, Behr Process, Blue Cross Blue Shield – Kansas City Missouri, Brazos Higher Education, City of Dallas, TX, City of Cleveland, Crown Bolt, Empire Blue Cross Blue Shield, Empire District Electric, General Physics, International Hotel Group, ING Investments, Jeppeson Sandeson, Johnson County, KS Government, JRH BioSciences, Montgomery Ward, North Texas Tollway Authority, Northway Financial, Per Se Technology, PHNS, Inc., Royal Dutch Shell Oil, St. Louis Baseball Cardinals, STI Knowledge, Sybase Software, Teachers Retirement Systems, Texas Family Protective Services, Texas Dept. of Public Services, Turtle Wax, U. of Missouri, Wachovia Bank (Educaid), Whataburger and WM Wrigley Inc.
Robert has received multiple industry recognitions and corporate achievement awards including AT&T’s President’s Club and is a member of several contact center industry and philanthropy organizations. He is also a member of AT&T’s Speaker’s Bureau and regularly presents at industry conferences and trade shows.
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Robert specializes in applying convergence technology to develop virtualized contact centers to optimize the customer experience. He has developed and delivered business strategy consulting for implementing virtual contact centers and optimizing enterprise-wide performance of the contact center specifically to meet the client’s business needs. In addition, he holds technical certifications for designing, implementing, integrating and developing applications for Internet Protocol (IP) and traditional Time Division Multiplex (TDM) telephony and contact center technologies for ACD, IVR, CTI and multi-channel contact support for Cisco, Avaya, Nortel and Genesys.
Robert has 23+ years of experience in the strategy, design and development of optimized contact centers around the globe. He has consulted to over 1,400 customers globally. Robert’s consulting client list includes organizations such as AT&T, GEICO, DISH Network, Ford Motor Company, Best Buy, General Motors, Lexmark, US Army and Air Force Exchange Service, Cancer Treatment Centers of America, Dow Jones & Co., Esurance, Qatar Telephone, International Hotels Group, Travelocity, West Interactive, Trinity Health Care, GMAC, Zurich Financial Services, Recall Inc., CareCore National, Cardinal Health, Discover Financial Services, State Street Financial Services, CVS Pharmacy, Farmer’s Insurance and the US Dept. of State.
Robert has also designed complex contact center architectures which have been implemented for over 150 clients including, among others: Adobe Software, A&E Signature, Bankers Bank, Behr Process, Blue Cross Blue Shield – Kansas City Missouri, Brazos Higher Education, City of Dallas, TX, City of Cleveland, Crown Bolt, Empire Blue Cross Blue Shield, Empire District Electric, General Physics, International Hotel Group, ING Investments, Jeppeson Sandeson, Johnson County, KS Government, JRH BioSciences, Montgomery Ward, North Texas Tollway Authority, Northway Financial, Per Se Technology, PHNS, Inc., Royal Dutch Shell Oil, St. Louis Baseball Cardinals, STI Knowledge, Sybase Software, Teachers Retirement Systems, Texas Family Protective Services, Texas Dept. of Public Services, Turtle Wax, U. of Missouri, Wachovia Bank (Educaid), Whataburger and WM Wrigley Inc.
Robert has received multiple industry recognitions and corporate achievement awards including AT&T’s President’s Club and is a member of several contact center industry and philanthropy organizations. He is also a member of AT&T’s Speaker’s Bureau and regularly presents at industry conferences and trade shows.
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