Center Leadership
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Dr. Richard Feinberg |
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Contact Information: |
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Mike Trotter |
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As a passionate leader in the
field of customer service and using customer access management as a
strategic weapon in business, Mike knows how to improve a customer
contact center’s effectiveness and efficiency first hand.
Since 1999, Mike has helped customer contact center management at many
of the Fortune 1000 companies reach a “world-class” status from
identification of the customer strategy to the implementation of new
business processes. He brings the hands on experience of
re-engineering customer contact operations that is required in making
critical decisions which impact the customer. He is recognized as a
“Futurist” and thus works with many companies in helping adjust
their business model for customer care in the future. As a nationally
and internationally recognized speaker on customer relationship
management and customer contact center operations for many
conferences, Mike brings energy coupled with his practical, hands-on
experience to his audiences. His published works include
articles in CC News – January 2002, Customer Service Management –
August 2001 and a chapter in a German published book – Customer Care
Management by Engelbach and Meier. His book for front-line supervisors The Customer Call Center Outback: A Frontline Supervisor's Map to Success was published in May,2002. Contact Information: |
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All contents Copyright © 1999-2000 Center for Customer Driven Quality,
Purdue University. |
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Richard
Feinberg, Ph.D. is a consumer psychologist and Professor in the
Department of Consumer Sciences and Retailing and the Director of the
Center for Customer-Driven Quality at Purdue University. Dr.
Feinberg received his Ph.D. in social psychology from the University of
Oklahoma. He is the past Director of the Purdue University Retail
Institute and was Head of the Department of Consumer Sciences and
Retailing for almost 9 years (1989-1998) prior to appointment as
Department Head on an Interim basis in 2001-2002. He is a Member
of the American Collegiate Retailing Association, Association for
Consumer Research, Society for Consumer Psychology, and other
professional associations. He teaches courses in consumer behavior,
retailing, “e”-retailing, customer relationship management and
leadership. He has directed over 35 PhD and masters theses. He is
responsible for the development and delivery of executive education
programs. He is the author of over 200 research and trade articles, and
hundreds of presentations and seminars. With Jon Anton and others
he is the author of Customer Relationship Management. He is
Consulting Editor and reviewer for professional journals. Richard
Feinberg sits on the Board of Directors of Benchmarkportal.com. He
has been a member of the Advisory Board for OneBlue World an Internet
start-up and has been a member of the Boards of Directors of Paul Harris
Stores, the Purdue University Press, and the FightBack Foundation. He is
a consultant and expert witness. 
Mike
Trotter is the Executive Director of the Center for Customer Driven
Quality at Purdue University and serves as a part of the Department of
Consumer Sciences and Retailing at Purdue University. Prior to joining
the Center, Mike spent 12 years managing and leading call centers and
customer contact centers. He served as an operations executive for such
companies as Charles Schwab, Fidelity Investments, and Ruppman Marketing
/ AFFINA Corporation.
