Deelee Freeman has been providing call center training and consulting services; human resources and quality assurance implementation for over 25 years. As a business consultant for a quality monitoring technology provider and trainer for call center staff, she worked with senior operations and contact center management, quality assurance analysts and HR of Fortune 500 companies, helping them improve contact center operations, quality monitoring processes and staff performance. She has been instrumental in helping contact centers all over the world develop skills in all levels of the organization, from frontline agent to senior-level management. Deelee is most recognized for her web seminars and facilitated workshops in quality monitoring, coaching, customer service, sales and call center supervisor training. She consistently receives the highest ratings for her facilitation, industry knowledge and ability to engage learners!

Deelee is a regular speaker at industry conferences, including CRMXchange Virtual Conferences, ICMI’s Contact Center Conferences , Quality Assurance and Training Connection (QATC) and South Africa’s Contact Centre Annual Summits, to name a few.  In addition, she frequently publishes articles in news journals, being widely regarded as a call center industry expert.

She has a MA from University of Denver, Colorado in Organizational Communications, teaching college level courses in Communications, Public Speaking, Negotiations and Business Management.

Specialties: Contact Center performance management, quality monitoring; customer service and sales training; call center operations and technology; management development; coaching optimization and performance analysis; agent and supervisor development.