Timothy E. McDougal

Tim is a managing director with Deloitte Consulting LLP and brings more than 22 years of experience to his work in the optimization of customer interactions and the transformation of the contact center. He has advised clients across industry how to balance strategic objectives, the practical realities of contact center operations, and promises of new technology. He emphasizes helping clients operationalize strategies and deploy technologies to maximize the contact center’s customer experience while improving efficiency and reducing the cost to serve. A sampling of projects include:

• Transformation of contact center operations for a leading hospitality firm resulting from an acquisition
• Transformed operational processes and technology platforms to streamline operations and accelerate growth for a global business process outsourcing provider
• Advised a financial services client in the evolution of its global contact center operations with an emphasis on balancing cost, customer experience, and revenue improvement