Mr. Hall has more than 18 years of industry and consulting experience in: Banking, Education, Financial Services, Healthcare, Retail Power and Utility, Public Sector, Telecommunications, and Travel and Entertainment.
For a privately owned Dental Services Organization (DSO), he led the operational optimization efforts for the company’s Contact Center Organization, which includes but is not limited to improving the company’s interactive voice response design and call flows to be more ‘patient intuitive’; outsourcing and work from home assessment, feasibility and business case; workforce management investigation, justification, selection and implementation; standardizing and automating reports and other business processes.
For a large power and utility company, he managed two strategic projects focused on customer channel of choice: the development and deployment of a mobile applications aimed at approximately 15-20M customers within the central and northern California service territory aiding consumer and commercial customers with outage notifications, payments, notifications, start/stop/transfer service.
He led a next generation contact center and CRM strategy project that included an assessment of SAP CRM vs. Salesforce.com vs. Cloud CRM for a global pharmaceuticals company. He developed a three-year contact center optimization roadmap aimed at helping the Customer Care organization to sequence and prioritize their contact center infrastructure spend to enable their next generation contact center initiative which included an upgrade to Cisco UCCE 8.1 from 7.2.
For a $50 billion in asset national bank, he overhauled the contact center’s workforce management function by fine tuning the contact center’s approach towards long-term forecasting and demand analysis to better match agents to incoming customer demand at a lower cost to serve.
Prior to joining A&M, Mr. Hall was Vice President of Sales and Customer Care for NetBank managing and overseeing the bank’s international contact center operations for dealer financial services, retail and small business banking, mortgage servicing and wealth. Before joining NetBank in 2000, Mr. Hall worked for eBank and at First Data where he was responsible for multichannel contact center operations.
Mr. Hall earned a bachelor's degree from State University of New York at Binghamton. He is the President of the Customer Relationship Management Association (CRMA) Atlanta Chapter. In 2011, Mr. Hall was selected by Gartner and 1to1 Media as a CRM Excellence judge for CRM Efficiency and Customer Experience Management for Americas and EMEA. Mr. Hall frequently serves as a speaker at contact center focused conferences globally; he was also recognized by 1to1 Media, a division of Peppers & Rogers Group, as a 2007 Customer Champion.