Edward Clark

Edward specializes in architecting unique strategies that drive business innovation and performance transformations. An expert in contact center operations and speech analytics technology, he creates synergies towards achieving corporate objectives.

On top of his many years in Operations leadership, he additionally brings years of support management experience and expertise in Behavior Based Call Flow Modeling, Coaching for Productive Results Programs, Performance Correlation Studies, Curriculum Development, Change Management methodologies, and extensive Project Management experience in the Sales and Service environment for Consumer and B2B markets.

Prior to leading CR-X North America's Strategy & Customer Success, Edward established and transformed DIRECTV’s Quality Assurance organization into Customer Interactions, which was powered by speech analytics and front-line operational coaching effectiveness tools. In this capacity, Edward implemented new technology and an industry leading speech analytics program that created the first-generation behavior-based speech analytics evaluations program. This new department generated over 990k evaluations per month and significantly increased insights that positively impacted key performance indicators.

Powered by employee engagement, he creates exceptional customer experience environments that increase qualitative and quantitative efficiencies! His innovative change management model fuels people, process and technology transformations!

Edward brings more than 25 years of Operations and Technology experience from companies such as DIRECTV, Cii Group, Dish Network, StarTek, Jato Communications and MCI Telecommunications.