CH Consulting Group consultant and contact center expert, Wayne Barnes, discusses Work from Home (WFH) progress in the pandemic era: panic, normalization and optimization. When pandemic first hit, there was a lot of panic. How do we quickly roll out WFH staff? How do we ensure they are effective and compliant? Many companies used temporary “band-aid” solutions that would work in a pinch, but are not viable long-term options. As the COVID-19 restrictions settled in and a new “normal” was established it’s now time to start optimizing your WFH staff to ensure your WFH agents are performing at a high level. Tune in as Wayne discusses how your organization can optimize WFH staff.

Optimizing your Work from Home (WFH) Staff in the COVID-19 Era — YouTube


Have you re-evaluated your technology strategy to adapt to the new business world that has emerged post COVID-19? How does speech analytics, virtual agents, bots, role process automation play into your technology strategy? Is your technology strategy aligned with emerging tech and customer experience trends?

CH Consulting Group consultant and contact center expert, Wayne Barnes, discusses technology trends in 2020 and how they may play out in 2021. Listen in as he discusses how the contact center’s technology landscape is evolving as a result of COVID-19. Topics covered in this discussion include Artificial Intelligence (AI), Interactive Voice Response (IVR), cloud computing, machine learning, and web services.

Technology Trends in 2021 — YouTube

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Do you have an accurate understanding of where your business is at today? Are you due for an assessment of your operations and technology? Do you have clearly defined goals for a desired future state? Do you have a strategy and detailed plan in place to meet or exceed your business goals?

CH Consulting Group’s CEO/Founder, Christa Heibel, talks about how you can set your organization up for success through our comprehensive 360 View Assessment that is used to develop an effective strategy and roadmap to bridge the gap between current state and your desired future state. Don’t waste another…


CH Consulting Group has partnered with one of the nation’s largest hospital and healthcare organizations, to fill a valuable executive role in their company as Director of Physician Services. This company provides turnkey solutions to improve patient engagement and outcomes, enable operational efficiencies, and add incremental revenue to the bottom line. See below for more details:

Brief Job Description:

Director of Physician Services, you are a pivotal member of the senior leadership team that will direct the overall strategy, account growth and management of the operations of the Physician Services line of business. This includes all Medical Answering Services, Nurse Triage and Chronic…


CH Consulting Group has partnered with one of the nation’s largest hospital and healthcare organizations, to fill a valuable executive role in their company as Director of Sales & Marketing. This company provides turnkey solutions to improve patient engagement and outcomes, enable operational efficiencies, and add incremental revenue to the bottom line. See below for more details:

Brief Job Description

As a wholly owned subsidiary of a $3B healthcare giant we enjoy the flexibility of a small organization and the support of a large one. We’re seeking an experienced Sales and Marketing Director to join our team, develop strategies and marketing programs to…


This video series is an opportunity to talk to inspiring people. Leaders driven to make a difference. We have the unique opportunity to ask these leaders what motivates them, what scares them, and what matters most to them? We are not only discussing the exciting initiatives that have grabbed our attention, we get to introduce you to the people behind the brand. So come with me on this journey of getting to know our first Promising Partner, Mike Dershowitz.

https://www.youtube.com/watch?v=Hu9JCu8LKyQ&feature=emb_logo

Who is Mike Dershowitz?

Mike Dershowitz is a social impact entrepreneur of 20 years; he has a degree in International…


Here is your chance to get up close and personal with the CH Consulting Group team! Every month we will shine a spotlight on a different consultant for you to learn more about. This month, the spotlight is on the CH Consulting Group consultant, Johnny Brasell. Johnny is an articulate communicator and strategic thinker that is committed to exceeding corporate and customer expectations. With a diverse background and extensive experience in the executive roles of a contact center, Johnny enjoys the challenge of transforming underachieving organizations into top performers.


For every working parent, summer starts off with so much promise; three months of not waking up before the sun rises, a break from scrambling to make lunches and detangling matted heads of hair and a chance to take much-needed family vacations and spend quality time together.

But this year spring and summer are like nothing we’ve ever experienced. Gone are the days of routine and structure and instead we welcomed new parenting roles as teacher, tutor and (occasionally) IT technician. …


CH Consulting Group works within all industry verticals and all types of businesses including; business outsourcers, technology companies, consulting firms, and contact/call centers. Even if is our own competitors! (Most recently we published several of our competitors in our Leadership Survival Guide.) Surprisingly, not many other companies will cooperate with their own competitors. I believe that this is because CHCG sees the value in building relationships and strategic partnerships that are mutually beneficial.

This is evident in the following ways:

  • CHCG has experienced an overall 70–75% growth rate over the past 5 years
  • CHCG has an extensive network of referral…

I’ve had a long career in the contact center space. Despite the tremendous changes in technology, many “gospel truths” remain unchanged. As a young person, I didn’t grasp why those in power at the top of the organization would look somber and nod approvingly when a consultant told them something, but would just give me a verbal pat on the back and a smile and do nothing when I had previously provided the same suggestion.

Years later, and now being the wise, old consultant coming in and advising companies I see things differently. However, I often use that experience from…

CH Consulting Group

We are the world's premiere consulting company for the BPO/Contact Center and Customer Experience Industries. We believe in delivering customized solutions with

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