About ContactCenterPRO

At ContactCenterPRO Consulting, founded in 2017 by industry veteran Eric Berg, we bring over three decades of frontline experience to elevate the customer contact landscape. Our journey began on the call center floor, evolving into a 300+ seat operation, embodying the spirit of growth and leadership. Today, we stand as a beacon of excellence with a 100% retention rate, guiding organizations through the complexities of vendor selection, agent engagement, and innovative at-home programs. Our expertise spans the full spectrum of the contact industry, from RFPs to technology consulting, ensuring your decisions today foster a brighter tomorrow. But at our core, we're more than consultants; we're your partners, friends, and fellow industry enthusiasts committed to kindness, humility, and making a positive impact. Welcome to ContactCenterPRO, where your future success is our mission.

Eric Berg

Eric Berg is the driving force behind ContactCenterPRO Consulting, boasting over 30 years of unmatched expertise in contact center leadership, technology implementation, and innovative strategy. As a co-founder and board member of the Midwest Contact Center Association, columnist for The Contact Center Pipeline, and a national speaker, Eric has shaped industry standards and best practices. His consulting spans free guidance on outsourcing, technology selection, agent engagement, and executive training, embodying a commitment to excellence and positive change. Specializing in a broad spectrum of sectors including retail, healthcare, and finance, Eric's approach integrates expert knowledge with a genuine passion for enhancing customer and employee satisfaction. A mentor and visionary, Eric's work is dedicated to fostering growth, strategic innovation, and kindness within the contact center industry.

Shane Devitt

Shane, a Consultant at ContactCenterPRO Consulting, embodies a unique blend of marketing communication expertise and a deep commitment to enhancing customer engagement and satisfaction. Armed with a Bachelor's degree from Bemidji State University, he specializes in communicating effectively with diverse audiences and applying innovative strategies to improve contact center performance. His core skills in team building and customer satisfaction have led to notable advancements in client projects, focusing on audits, vendor selection, best practices, and agent retention and engagement. Beyond the office, Shane is an avid outdoorsman, passionate about fishing, hiking, camping, and snowboarding. With roots in Minnesota, and having embraced the beauty of North Carolina, Shane brings a breadth of experiences and a dedication to delivering quality results that exceed expectations. His enthusiasm for both his professional role and outdoor adventures contributes significantly to the success and spirit of the ContactCenterPRO team.