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

CCNG with McGraw Hill: Customer Experience & Engagement

From the desk of Dr. WFO: Thank you McGraw Hill for hosting the CCNG event on October 29, 2015. Your…

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Customer Experience Management

CCNG Executive Summit: Leadership for the new Workforce

From the desk of Dr. WFO: On August 3-4, I had the opportunity to participate with a number of great…

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Customer Experience Management

Hey, Coach! Getting Started With Contact Center Coaching

During my visits with various contact centers, the word “coaching” is often used in conversations with management. However, it isn’t…

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Customer Experience Management

From the Desk of Dr. WFO: Who Exactly IS Dr. WFO (aka Roger Lee)?

When the opportunity to create a blog under a pseudonym came up, I jumped at the chance. Dr. WFO is…

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