Michele Borboa is the Founder and Managing Consultant of Contact Center Resources.  With 25 years of experience in contact center operations and consulting, she brings a practical approach to designing and improving contact centers.  She has worked in inbound, outbound, business to-business and business-to-consumer environments in a variety of applications such as sales, service, and direct-response marketing.  And as a Consultant, she has helped companies of all sizes to address both strategic and operational issues. 

As the former Vice President of Resource Planning & Management for Cendant Corporation, a travel & real estate company with almost 100 call centers in over 20 countries, Michele and her workforce management teams improved forecasting accuracy, schedule efficiency and employee satisfaction with workforce management by addressing people, process and technology opportunities within the department.  This included improved work flows and communications with other departments.

Prior to joining Cendant, Michele spent eight years providing contact center consulting, staffing and outsourcing services at AT&T and Ameritech (which subsequently merged with SBC and then again with AT&T).  In the Consultant role, she worked on over 100 projects, including call center reviews for existing centers, call center designs for brand new centers, and site selections for new, expanding and/or re-locating centers.  She subsequently coached and developed a team of Contact Center Consultants, who earned the highest client satisfaction ratings in the organization.  Her client work has spanned multiple industries, including banking, insurance, catalog, utility, health care and software support. 

Michele began her career as an Agent at the Bell System Sales Center, the first of several contact center positions during a ten-year period at AT&T.  These included front-line supervision, workforce management, outsource vendor management, overall program management, and strategic re-engineering of all consumer contact centers.

Michele holds a Bachelors degree in Business Administration from the University of Michigan.  She has also earned a certification in Workforce Management, is a member of the American Teleservices Association and serves on the Advisory Board to the Society of Workforce Planning Professionals (SWPP). 

Project Highlights

Although we have worked on some really interesting projects this year, and traveled internationally to interesting places, one highlight would have to be last year's India trip.  Michele's two week journey included projects for two clients in Mumbai and Delhi.    (Thanks go to colleagues at home who held down the fort on other projects.)

Being in India and learning about Indian culture first-hand was invaluable.  And we even squeezed in a weekend visit to the Taj Mahal.  If you ever have the chance, visiting India is a lifetime opportunity that should seriously be considered.