Lynn Diegel is a senior-level customer experience / contact center / call center operations leader who builds sales and service organizations that deliver high value, high touch consumer engagement.

She has defined and implemented contact center solutions and led consumer operations for complex sales and service teams, large multi-site operations, and global customer care operations.

Having created multichannel customer support operations for startups and high-growth enterprises, as well as in traditional corporate contact center environments, she's led customer care teams to improved service levels and increased revenues, while also improving the quality of consumer interactions.

Lynn's experience includes significant technology leadership, having led the design and launch of CRM systems, contact center software, and desktop tools.


■ Customer care management driven by customer satisfaction monitoring.

■ Leading contact center teams and staff development; managing team scaling and growth.

■ Connecting technology and operational process improvements to business results.

Customer experience strategy | Customer care operations | Call routing design | Workforce management Multisite contact center operations management | WFM | Enterprise-wide key metrics | Public speaking Contact center strategy | ACD telephony systems | Omnichannel design | Customer journey mapping Phone, email, chat, social media channels | Web FAQ self-serve | Global customer service operations Scorecards, KPIs, metrics | CRM | Vendor RFP proposals | IVR design | Quality management programs Voice of Customer Initiatives | Operational turnarounds | Ecommerce support | SOCAP Board member Customer satisfaction measurement | Call center technology | International, multi-language operations Multi-channel contact routing | Self-service initiatives | Contact center services | Outsourced call centers