Michael Barbagallo is a freelance industry analyst and consultant concentrating on the various aspects of contact center technology and operations.  With almost 20 years experience in contact center, there are few jobs Michael has not completed, including agent, manager, data analyst, and trainer. 

Most recently, Michael was a Senior Analyst with Current Analysis.  He concentrated on on-premise contact center solutions and hosted services.  He delivered rapid analysis on solutions from companies ranging from market leaders to niche players.  He also provided analysis on unified communication solutions for contact centers.

Prior to his time with Current Analysis, Michael worked for Fannie Mae, managing its business related external contact center and its outsourced internal technical help desk.  Michael spent almost 12 years with SER Solutions, where he spent time as a technical trainer, technical support agent, front-line manager, second level support manager, and IT manager.  He was instrumentation in reengineering escalation policies and procedures, establishing the second level support group, and installing and designing SER’s CRM solutions.

Michael has a M.B.A. from Old Dominion University and a BS in Secondary Mathematics Education from West Virginia University.