Mr. DeSalles is widely recognized as an expert in the contact center marketplace, with his primary expertise being in call center operations and infrastructure. Other areas of coverage include:
- Call routing and off shore outsourcing
- Customer service delivery and outbound dialing
- Performance management and agent optimization
Michael is responsible for tracking products, technologies, and strategies in the contact center solutions market. His clients include the range of contact center vendors, and end-user organizations across a broad set of industry verticals. Michael engages in ongoing syndicated research, custom research, articles, and webcasts on contact center operations and management.