The contact center industry is changing. The technologies used to support customer interactions are taking an evolutionary leap forward as cloud-based solutions and omni-channel integrations are implemented in conjunction with AI bot automation. To aid in the company growth and evolution, ContactUS Communications, a U.S.-based provider of BPO contact center services, welcomes Ed Porter to its executive leadership team as Chief Operating Officer to help facilitate this change, both internally and in its client-facing engagements.
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“ContactUS has recognized the need for companies across industries to undergo a digital transformation. We are well underway in this process ourselves, and as we continue to leverage AI and automation to improve our business, the ContactUS team acts as a guide for our clients on digital strategy and deployments,” said Trevor Friesen, President & CEO of ContactUS, LLC.
In bringing Ed Porter to the team, ContactUS elevated its leadership team’s strength and gained the experience and perspective of a long-term industry veteran.  “ContactUS has been evolving from a traditional contact center to a modern customer experience center. One of the things I’m most excited about are the efforts taking place to redefine the modern workplace, employee, and customer. Digital transformation is no longer optional and delivering technology solutions to our clients that help them enable great customer experiences is part of the ContactUS DNA,” said Porter.
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He continued, “our team has been growing in both scale and development. I’m excited to be part of the growth and focus on building the best leadership team so that we can continue building great employees. A top focus in my role is building the best organizational processes to drive growth and success for our clients.”
Ed has been building and leading teams in both outsourced and in-house contact centers for over 20 years. After helping lead his previous company, Smart Harbor, to a successful acquisition as Chief Revenue Officer, Ed started his own consultancy helping clients build efficient and effective sales, marketing, and customer experience organizations. He has participated, facilitated, and chaired several executive groups centered on sales management, contact center management, and technology innovation. Ed has been a keynote speaker, guest speaker, podcast guest focused on revenue strategy and customer management programs for the past 10 years.
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