Michael DeSalles

Principal Analyst, Information and Communication Technology. I possess 15 years of research and analytical expertise in contact center and customer experience, with a particular focus on emerging trends, convergence, collapse and disruptive technologies in the contact center industry, as well as site management, supervision and agent development. I cover a broad range of sectors, leveraging long-standing working relationships with leading industry participants and senior executives: Customer care outsourcing, Skills-based routing, BPO nearshore deployment, Home-based agents and contact center security.