John Welsh

About John Welsh

With over 40 years as a contact center professional and 26 years as an industry consultant, the focus of my work has been to help organizations improve performance, increase customer satisfaction and/or sales, and decrease expenses. I have been recognized as a leader, a developer of personnel, and an effective resource at establishing collaborative relationships with clients, co-workers and external partners. Starting in 2023 I will be shifting the focus of my ongoing efforts from organizational consulting to leadership development coaching. I am still available to perform Contact Center Operational Reviews and Assessments and Vendor Management consultative services. However, my work over the past number of years has led me to identify, within the contact center industry, a need for effective leadership development coaching especially at the supervisory level. As a result, I have developed a very comprehensive Contact Center Supervisory Leadership Development Coaching Program. This program provides supervisors with a resource to coach them on ways to improve individual and team performance and expose them to the interpersonal skills requiring development in order to be an effective leader now and in the future. The Supervisory Leadership Development Coaching Program focuses on the development of supervisors as team leaders. Observations have shown that supervisors for various reasons hinder the performance of their teams due to their lack of knowledge and skills. Our program helps the supervisor identify their weaknesses, establishes coaching goals, works with them to enhance their operational / KPI knowledge, strengthen their interpersonal interactions, and improve their team’s performance. The organization benefits through increased supervisor and representative job satisfaction, which leads to improved employee retention, and better performance resulting in increased customer satisfaction and/or sales.

Experience

1. Consultant

   Ch Consulting Group

   Jan 2016 — Present

   CH Consulting Group is a nationwide network of customer experience experts and thought leaders in the contact center industry with hundreds of years of collective industry experience. CH Consulting Group\'s ROI-driven, interdisciplinary approach to business solutions provides us with a unique advantage over other consulting agencies. CHCG consultants bring a proven track record, the right tools, services, and processes to the table for both immediate value and long-term success. In addition, CHCG provides scalability, flexibility, and customization needed to be able to assist start-up organizations, as well as multi-million-dollar corporations and everything in between.

Education

• La Salle University

  MBA, Management

  1980 — 1984

• La Salle University

  BA, Education

  1970 — 1974

• ABA Stonier Graduate School of Banking

  Banking & Financial Services

  1990 — 1992