David L. Butler, Ph.D.

Butler CV [PDF]

David Butler is Director of the Call Center Research Laboratory at The University of Southern Mississippi as well as the founder and Executive Director of the not-for-profit National Association of Call Centers. Dr. Butler has a doctorate in Geography from the University of Cincinnati, a Masters of Science in Geography from Texas A&M University, and a Bachelor of Arts from Texas A&M University. Butler is also President of Butler and Associates: A Research Consulting Company.

Dr. Butler has published scores of articles on the call center industry and is author of the book Bottom-Line Call Center Management that breaks new ground in call center literature addressing key skills and techniques in assessing and implementing effective management practices to maximize the human and capital resources at the call center manager's disposal. Following the strategies discussed in the book, Butler works to help call center managers evaluate their current status, implement cost-effective changes, and measure results of their changes to ensure a culture of accountability within the call center at all levels. Butler has been interviewed by CNN and other national and international news outlets on the subject of call centers.

Butler can be reached at The University of Southern Mississippi Gulf Park Campus at 730 East Beach Boulevard, Long Beach, Miss., 39560, or by phone at 228.214.3268 or via email at David.Butler@usm.edu.