Roger Lee

Roger Lee, aka Dr. WFO, is an evangelist for Workforce Optimization and influences the strategic direction for our Qfiniti product suite. He brings 20+ years of industry experience managing contact centers, consulting and selling to contact centers. Roger's broad experience, coupled with an infectious passion for customer care, gives him a distinctive perspective that is always valuable. Roger advocates for balance, regularly touting the necessity for equal focus on people, process, and technology throughout all customer service initiatives.
Customer Experience Management

Stale Coaching Programs in the Contact Center

As I travel and speak with contact center leaders around the world, a very vocal set of customers tell me…

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Customer Experience Management

Disrupt Yourself – Personalized Marketing in the age of General Data Protection Regulation (GDPR)

In early March, as part of an overall webinar titled New EU Policies Will Transform Business Practices across the Organization:…

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Customer Experience Management

OpenText WFO Video Series: What Tools Demonstrate Impact to Executives?

In my previous blog in this series for Question 3: How can the contact center align with the top priorities…

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Customer Experience Management

OpenText WFO Video Series: What Performance Goals Resonate Most With Executive Leadership?

I’m really excited to write about this sixth question being asked as part of our OpenText™ WFO 2017 Video Series…

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Customer Experience Management

OpenText WFO Video Series: How can the contact center be positioned as a leader in customer experience?

“Do or do not. There is no try.” —Yoda If you are a Star Wars fan as I am, then…

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Customer Experience Management

3 Tips to Gain Mindshare for Your Contact Center

One of my favorite discussion topics with OpenText WFO customers and other contact center professionals is about the internal brand…

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Customer Experience Management

Matthew Storm Joins the OpenText WFO Team

If you follow Matthew Storm on social media you may see “marketer, speaker, traveler, foodie, a farmer’s son, a customer…

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Customer Experience Management

Webinar: Secrets to Increasing Contact Center Capacity and Efficiency

“There isn’t enough hours in the day to get my work done.” Sound familiar? Contact centers are continually asking their…

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Customer Experience Management

The FAQ of Contact Center Analytics-Driven Agent Scoring

As I travel the globe helping to educate customers and prospects on the benefits of speech analytics, one of the…

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Customer Experience Management

Cherry Picking Makes Employees Frustrated

Have you ever had a performance review with your boss where he or she picks the absolutely worst issue to…

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Customer Experience Management

Taking WFM out of the Phone age

Understanding the modern-day contact center requires new thinking, and as Workforce Management (WFM) professionals, we cannot stay stuck in the…

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Customer Experience Management

IQPC Online Summit – Technology Roundtable Recap

On Tuesday, June 14, I had the pleasure of participating on the panel of an online IQPC Technology Roundtable with…

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Customer Experience Management

What Happens in Vegas Should be Shared in Vegas!

If you missed the opportunity to attend the ICMI Contact Center conference this past May in Long Beach, California, we’re…

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Customer Experience Management

ICMI Contact Center Expo & Conference at Long Beach, CA

From the desk of Dr. WFO: If you haven’t attended an ICMI Contact Center conference, you are missing out! This…

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Customer Experience Management

Contact Center Webinar: Selling the Value Inside Your Organization

As a contact center leader, are you always asked to do more with less, yet expected to deliver an outstanding…

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Customer Experience Management

CCNG Texas Workforce Commission: Smarter Contact Center Hiring Decisions

From the desk of Dr. WFO: Thank you to Candy Kothmann, North Texas Tele-Center Director of the Texas Workforce Commission,…

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Customer Experience Management

Dr. WFO has a Prescription for Contact Centers

Does your contact center suffer from Diminished Customer Delight (DCD)? This is an all-too common ailment when it comes to customer…

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Customer Experience Management

The key to Great CX? Investing in Human Capital

From the desk of Dr. WFO: Following up on my 2016 Contact Center Industry Predictions blog, I want to share…

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Customer Experience Management

Contact Center Industry Predictions for 2016

From the desk of Dr. WFO: 2015 is almost over! Can you believe it? Friends and colleagues are already talking…

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Customer Experience Management

2016 Resolutions With Dr. WFO

From the desk of Dr. WFO: With the calendar year quickly coming to a close, I’’ve started reflecting back on…

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