Bill Gessert

Bill has over 20 years of experience in the Call Center Industry, working in all levels including call center management.  His training programs, Solutions Oriented Selling© and Customer Service Solutions© have been used to train thousands of reps worldwide.

Bill has assisted with both in-house call center operations as well as service agencies, in all aspects of strategic and operational process improvement.  He has a wide range of consulting competencies including everything from high level strategic planning to ground level tactical implementation.  He has assisted clients with start-up initiatives, as well as re-engineering projects.

Bill has provided consulting services, and designed and implemented custom training programs for several Fortune 500 companies including:  IBM Direct, IBM TeleServices, Knoll Pharmaceutical (BASF), Safety-Kleen Corp., Delta Dental Plan of New Jersey, Well Care HMO, Sulzer Dental, Waste Management, Inc., Mercury Marine Corporation, and Amersham Pharmacia Biotech, Inc.  Clients also include several significant business-to-consumer organizations such as APAC, Sears Direct Response, Allstate Life Direct Response, The Signature Group, Market USA/Marusa, and Nationwide Insurance.

Bill has been published in several leading trade magazines including:  TeleProfessional, Telemarketing Magazine, and The Journal of the American Telemarketing Association.  He frequently conducts workshops at the ATA National conferences, Direct Marketing to Business conferences, and International Customer Service Association conferences.  Bill was the 1995 recipient of the ATA TelPro award in recognition of his years of service to the call center industry.  He is currently the Vice President of the Garden State Chapter of the ICSA.

Bill holds a Masters Degree in Education from the University of Wisconsin - Whitewater.