1. Mark E. Behrens
TriSynergy Consulting LLC
Mark is an experienced independent consultant specializing in contact center
and CRM business processes, strategies, and technologies. His clients are
executives responsible for customer satisfaction, customer service, and
customer relationship management. Client organizations span a broad range of
industry verticals and include for-profits as well as not-for-profits, charities,
and associations.
Mark’s services include:
• Contact Center Assessments
• Continuous Process Improvement Facilitation, Analysis, Design, and
Implementation
• Contact Center Strategy and Planning
• Technology Planning, Requirements, Design, Vendor Selection, and
Technology Project Management
• Agent Performance Optimization
• Interim CIO/Executive Technology Management
• Contact Center Outsourcing Assistance – Evaluation, Selection,
Implementation, Relationship Management
• Customer and Agent Experience Analytics
Mark’s clients benefit from his years of experience in process and technology
integration – bringing together multiple software applications and other
technologies to create effective solutions supporting business change. These clients
have come to rely on Mark’s solid practical knowledge of the strategic and
operational principles of Customer Relationship Management and his extensive
experience working with major contact center solutions, CRM packages, and
custom-developed solutions.
Mark’s nine years of independent consulting experience are complemented by his
prior experience as a Partner and CRM consulting practice lead at Grant Thornton,
as a consulting Manager at Deloiite & Touche, and in corporate management in
several industries holding positions ranging from project manager to CIO. Mark
earned his MBA in Finance from the University of Chicago after graduating summa
cum laude in Accounting from Bradley University. Mark draws on this broad range
of professional and educational experiences to be an effective business process
improvement guide and process and technology solution architect working as a
member or lead in strategic, cross-functional projects.
Mark has been fortunate to have the opportunity to develop trusted advisor and
mentor relationships with many of his executive clients and peers over the course
of his career. This compliment from one of Mark’s clients sums it up: "Working
with Mark is what working with a consultant is supposed to be like!"