Consulting Services for Contact Center Transformation

Our Founder

Lorne Wood is a recognized leader in contact center operations, quality assurance, and culture transformation, with over 30 years of experience driving strategic improvements, inspiring teams, and elevating customer experiences.

He has led large-scale programs across industries including ticketing, financial services, BPO, and consulting. At the world’s largest ticketing company, Lorne drove a 40-point CSAT increase and cut new-hire attrition by half. He later earned U.S. patents for QA and survey innovations, strengthened compliance and automation at a top credit bureau, and guided major enterprise transformations as a Specialist Master at Deloitte. 

In 2024, he founded Better Call Center QA, helping organizations modernize QA programs, strengthen compliance, and build high-performance, customer-focused cultures.