Robert Lamb

Robert Lamb is manager of client engagement at CDW. He previously worked as a contact center business consultant on CDW’s Enterprise team, where he helped CDW clients make prudent decisions on how to satisfy their current customers and acquire new ones. Robert brings experience as a thought leader, having spent 16 years working at AT&T, where he consulted with more than 400 companies and designed more than 150 contact center solutions. He has been certified as a technical design and implementation engineer for Cisco, Genesys and Avaya contact center and telecommunications solutions. Robert is well-known in the contact center industry as a published author and frequent blogger who regularly presents at industry events.

Manager of Client Engagement

5 Key Customer Service Questions for 2017

Your answers will help you navigate the changing landscape of contact center and collaboration technologies.

By Robert Lamb

January 25, 2017

Digital Workspace

Have you noticed how many more companies are highlighting their importance on customer satisfaction? That’s likely because customer experience and referrals are used by three-quarters of businesses as a key performance indicator for the company’s performance, and, more often than not, is reflected in executive bonus compensation. And, from an IT standpoint, providing quality customer…