Efficiency and Customer Experience can grow together and each make the other better.

Most consultants are hired to cut costs and the client assumes the Customer Experience will automatically improve. It's not that simple. It usually doesn't. The interactions just get faster, and the Customer Experience gets thinner. Let me help your organization fix both at the same time. I've learned that regardless of size and purpose; efficiency and Customer Experience can go hand in hand and do not have to be at odds with one another.

 

Let's talk about your operation →

 

Who I Am, In Short

I'm Gary Proctor, a Certified Customer Experience Professional (CCXP) with more than two decades of hands-on leadership across banking, insurance, healthcare, fintech, and nonprofit operations. 

 

I have worked in mega-centers of fortune 50 companies, transformed national and regional mid-sized operations, and built small operations from scratch. International, domestic, nearshore, offshore, and both sides of BPO & shared-service operations are all familiar to me.  

 

I've run centers from lean, single-site teams to enterprise operations spanning hundreds of agents, and I've personally owned the P&L, the technology roadmap, the Customer Journey, and built a ridiculously deep bench of talent to support each one.

 

Right now, I'm working inside one of the most AI-intensive contact center environments in the industry.  I am loving my hands-on work with agentic AI outbound, real-time agent assist, AI quality assurance and sales coaching, and AI-driven caller authentication. This is not theory I've read about. It's what I'm doing this week.

 

LLM? RAG? Latency? Sentiment Analysis? Model Drift? Orchestration? Now your speaking my language!

 

Why This Matters Now

AI is landing in contact centers faster than most leadership teams can properly evaluate it.  Every day business leaders just like you are being wooed by charlatans peddling a temperamental chat GPT wrapper being billed as better than sliced bread.  Do you have the experience or industry connections to know the real players from the posers?  Or even worse: Have you adopted a technology because it solves someone's problem, usually a cost problem, without anyone stress-testing what it does to the Customer on the other end of the call? I've watched this happen in real time, from the inside, at more than one company. Part of what I offer is simply having already seen where these decisions go right and where they quietly go wrong.

 

What I Deliver

 

• Operational Efficiency: workforce management, agent scorecard development, service level design, cost-per-contact reduction

 

• Customer Experience Strategy: voice of Customer programs, journey design, closed-loop feedback

 

• AI & Automation Guidance: evaluating and implementing agent-assist, conversational AI, and agentic solutions without sacrificing the human side

 

• Leadership & Team Development: coaching frameworks, succession planning, performance management

 

See the full list of services →

 

Testament, Briefly

 

• Reduced average handle time by 26% while improving first contact resolution

 

• Returned $750K+ annually through staffing optimization, without a decline in service level

 

• Cut attrition by 80% year-over-year through a redesigned staffing and scheduling approach

 

• Elevated self-service at one employer from 63.8% to 82.5%, returning millions in staffing reductions while growing revenue by eight figures over a five-year period

 

• Managed contact center technology investments exceeding $12M

 

• Held leadership positions spanning Information Technology, Portfolio Management, Product Development, with extensive experience in Inbound and Outbound Sales and all aspects of Customer Experience and service operations

 

See the full track record →

 

Are you ready to eliminate the waste in your operations and re-imagine your Customer's Experience at the same time?

 

Contact me →