Firm President Charles E. Day, CMC, FIMC, specializes in management consulting for technology driven organizations that are ready to push operating efficiency and cost-effectiveness to the limit.  But, that never means compromising customer service or quality on Charles Day's watch.  In fact... improved customer service is often the very thing which gives his clients a competitive edge.

Charles has extensive experience in...

  • Business Case Development
  • Strategic Planning
  • Training Planning & Delivery
  • Management Training
  • Customer-Service Training
  • Integrated Technical Planning
  • Project Implementation Oversight
  • Organizational Assessment
  • Process / Vision Mapping
  • Stakeholder Acceptance

His more narrow specialties include the application and integration of telephone and automated computer system technologies.

He has successfully developed strategic and technical plans, as well as managed the implementation, of hundreds of telephone and computer related systems and voice/data network projects.

As a chief telecommunication officer for the nation's largest airline, he managed the design and implementation of both national and international projects.

Charles is active in numerous professional and technical organizations and holds a B.S. degree in Mathematics and Physics from Savannah State University, and a M.S. in Administration-Computer Science from George Washington University.

Representative Consulting and Speaking Assignments

  • Developed technical plans and implementation oversight for airlines, cataloguers, publishers and water utility customer services to improve operating efficiencies and customer satisfaction.

  • Conducted process visioning and mapping training with water utility management teams

  • Served as Faculty Member for the International Quality and Productivity Center in Customer Contact Centers Training

  • Co-authored Best Practices for a Continually Improving Customer Responsive Organization for water utilities under sponsorship of AWWARF and thirteen other benchmark participating utilities

  • Provided implementation oversight and location analyses for insurance company, banking customer services firm, and publishing house with multiple offices in US

  • Developed technical plans for integration of advanced computer technologies into points of contact positions for improved customer satisfaction, performance and operating efficiency

  • Presented new ideas in using telephone and computer related applications for competitive advantage at annual Utilities Executive Leadership Conference in Denver, CO

  • Author of McGraw-Hill book Call Center Operations: Profiting From Teleservices.

   


Read Reviews of Call Center Operations: Profitting from Teleservices

Purchase Call Center Operations: Profitting from Teleservices
Purchase Best Practices for a Continually Improving Customer Service Organization

Other Charles E. Day Publications and Reports
Other Professional and Business Experience
  • Assistant to Senior VP, External Affairs
  • Director, Corporate Telecommunications
  • Manager, Field Services Organization
  • Corporate Executive, System Planning and Standards Development
  • Specialist, Application Systems Design and Training
  • Consultant, Telecommunication Applications
  • Analyst, Computer Programming
  • Mathematician, Orbital Analysis
  • Teacher, College Mathematics
 Q: What is a CMC?

A:  Certified Management Consultant - the preeminent designation earned n the management consulting profession   Read More >>

Q. What is an FIMC?

A: Fellow of the Institute of Management Consultants

 

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