About ContactCenterPRO
Expert Guidance. Proven Results. A Partner You Can Trust.
Founded in 2017 by industry veteran Eric Berg, ContactCenterPRO Consulting was built on over 30 years of hands-on experience in contact centers. Our team has lived and breathed this industry—from frontline agents to leadership and ownership—giving us a 360-degree understanding of what it takes to run a successful operation.
We’ve evolved from operational leaders to one of the most trusted consultancies in the industry, helping organizations navigate technology selection, vendor partnerships, agent engagement, outsourcing strategies, and remote workforce optimization. Our mission is simple: make the complex simple and ensure you get the best solutions for your business.
More Than Consultants—Your Long-Term Partner
At ContactCenterPRO, we don’t just provide recommendations and walk away. We work alongside you, ensuring that every decision—whether it’s technology, outsourcing, or operational strategy—is the right one for long-term success.
🔹 100% client retention with over 100 companies—because we deliver real results.
🔹 Recognized industry leaders—trusted by Fortune 500 companies and JD Power.
🔹 A vendor-neutral, unbiased approach—ensuring you get the best solution, not a sales pitch.
We take pride in building lasting partnerships, not just providing quick-fix solutions. Your success is our priority, and we’re here to guide you through every step of the journey.
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 is ContactCenterPRO’s resident AI and contact center technology expert, specializing in CCaaS, AI-driven automation, WFM, and BPO strategy. A graduate of Bemidji State University, he has helped Fortune 500 companies and high-growth organizations integrate AI, optimize vendor selection, and enhance customer experience.
With expertise in AI implementation, and CX best practices, Shane ensures clients make data-driven, future-proof decisions. His deep knowledge of AI’s role in contact centers makes him a go-to resource for businesses navigating digital transformation.
