Michael Seeger is the Founder and President of Optimal Business Solutions, Inc. (OBSI), a consulting firm that helps companies optimize their customer experiences across all distribution channels and customer touch points. Utilizing his innovative “PinPoint the PainPoints” methodology, he has collaborated with his clients to achieve an impressive track record for improving customer acquisition, satisfaction and retention while lowering costs and growing revenues. He has done so over a broad array of vertical markets including media, healthcare, financial services, and manufacturing. Prior to forming OBSI, Seeger served as Senior Vice-President of Operations and Customer Care for Showtime Satellite Networks Inc.
Most recently, Seeger has launched InteractCoach, a tool and methodology that accelerates training and enhances the performance of customer contact personnel. The solution blends QualiWare’s powerful business modeling software with his proven methodologies which, together, deliver optimal customer and business outcomes.
Across his career, Seeger has enhanced the performance of some of the world’s best-known brands including DIRECTV, SiriusXM Radio, Hewlett Packard, Ricoh USA, Prudential Insurance and many others. He has led large scale enterprise Customer Relationship Management (CRM) and other marketing strategy and technology initiatives; led multi-site outsourced Contact Center selection and improvement initiatives; and helped companies achieve their objectives through enterprise business process optimization programs and organizational development.
Robert Borders brings more than 30 years of experience in all aspects of call center operations and management; CRM; and lead generation, acquisition, and retention. A consultant since 1989, he has improved programs, processes, and profits for his clients. He is well known in the industry for his considerable experience in leveraging customer data for business value and reducing both time and costs by improving business processes.
During his consulting career Borders has also developed and delivered training programs that link learning to strategic business objectives in Sales, Customer Service and “Working as a Team” for such companies as American Express, Accenture, General Electric, the American Management Association and ADP (Automatic Data Processing).
A former Chairman of the DMA’s TeleServices Council, he has been retained as an Expert Witness by the U.S. Department of Justice and several Attorneys General in matters involving call centers and telephone marketing.