Recognized as the industry's foremost authority on contact center service engineering, James Abbott is a highly sought-after professional consultant and industrial engineer, and a leading author of management books and articles on contact center operations and Six Sigma design.
Described as "eye-opening" and sometimes "jaw-dropping", James' training courses broaden one's thinking and transform the seemingly impossible to possible. James' teaching style is inspired by the great Southern tradition of storytelling. Using anecdotes to explain scientific concepts, James deftly demonstrates how industrial engineering science is used to improve processes all around us. He has a talent for leading listeners to challenge commonly-accepted call center dogma, through a combination of analogies and real-world stories.
Decades of Hands-on, In-the-Trenches Call Center Operations Design Experience
A professional engineer for more than 30 years, James Abbott is an author, teacher, developer, and consultant, and the president of Abbott Associates Inc., a contact center consulting firm based in Greenville, South Carolina. He pioneered the use of the internet education for the College of Engineering at the University of Arizona in Tucson, Arizona, and consults with clients throughout the Western Hemisphere.
Renowned Industry Author on Call Center Metrics and Six Sigma Operations Design
James Abbott is the author of thirteen books, including his best selling, The Executive Guide to Call Center Metrics, Amazon.com's #1-ranked title on the topic of call center metrics since 2004. Abbott's other top-selling books include, Preparing Call Center Metrics, The Executive Guide to Six Sigma Call Centers, and Designing Effective Call Centers. Abbott's writing has been featured in the Contact Center Pipeline journal.
Join a Course and Learn About Call Center Operations Design From the Best
James Abbott instructs RCCSP Professional Education Alliances' courses on call center metrics, six sigma, operations management, cost management, process improvement, and contact center sciences.