We help contact centers transform without losing the humans who make them work.
Most contact centers treat transformation as a technology project. The ones who get real, lasting results know it's an operations and culture transformation, every single time. That's the work we do.
Currently accepting engagements for Q3 2026.
AI changed the contact center. Leadership development never caught up.
When AI handles the easy interactions, what reaches your human agents is harder, more emotional, and more complex. The agent job has fundamentally changed. The skill level required is higher. And the leaders running these teams are getting squeezed harder than ever while their own development goes neglected.
Most contact centers treat transformation as a technology project. The successful ones know it's an operations and culture transformation every single time. Whether the change is AI, leadership, or culture, the human stays at the center of it. That's the work I do.
What we work on.
AI Implementation
Most contact centers buy AI tools that fail to drive adoption. We build the operational ecosystem that makes AI deliver real results for agents, leaders, and customers, without burning out the humans left holding the hardest calls.
Leadership Development
The frontline leaders everyone promotes and nobody trains are the difference between a transformation that sticks and one that quietly unravels. We build the coaching, judgment, and human leadership skills that frontline leaders actually need.
Culture and Engagement
Engagement surveys don't change anything sitting on a shelf. We turn engagement data into the kind of operational and cultural change that makes your contact center somewhere people genuinely want to log in every day.
Three practice areas. Built for how this work actually gets done.
You can hire us for one. You can hire us for all three. The throughline is that we understand contact centers operationally AND humanly.
90-Day Sprint
AI Implementation That Sticks
For contact centers that have invested in AI tools but adoption is stalling. Our 90-day engagement gets AI from the demo deck to the daily workflow.
Discovery & Strategy
Full operational audit covering culture, AI tools, employee engagement, leader visibility, coaching practices, metrics, and performance management. Strategic roadmap delivered at end of phase.
Implementation & Activation
This is where most consultants leave. We stay. Training, coaching plans, internal communications strategy, embedded floor presence, and visible support for both leaders and agents.
Optimization & Stick
Adoption monitoring, friction point identification, performance management refinement based on real data. By day 90, AI is the default, not the exception.
6-Month Embedded Engagement
Leadership Development for Contact Center Leaders
For contact centers whose frontline leaders are getting squeezed and their development has gone neglected. We build custom leadership programs that develop YOUR leaders into the operations leaders YOU need.
Leadership Diagnostic
We assess your current leadership bench, identify development gaps, observe coaching and engagement practices, and build a custom development roadmap aligned to your operational goals.
Embedded Development
Direct coaching of your frontline leaders. Custom curriculum delivery. Leadership ritual design (1:1 frameworks, team rhythms, coaching cadences). Real time support as your leaders apply new skills with their teams.
Sustainability & Handoff
Build internal capability so the work continues after we leave. Train-the-trainer programs, leadership documentation, and performance frameworks that outlast the engagement.
Coming 2027: Cohort Leadership Development Programs.
Diagnostic + Action Engagement
Engagement Transformation for Stalled Operations
For contact centers whose engagement scores aren't moving and they're tired of survey-and-pray. We diagnose what's actually broken. We build action plans together with your team. We drive the work.
Engagement Diagnostic
Survey analysis. Listening sessions with agents and leaders. Operational ritual audit. Culture mapping. Root cause identification. Action plan delivered at end of phase.
Embedded Action
We don't hand you a deck and disappear. We work alongside your team to execute the action plan, coach your leaders through the changes, and measure what's actually moving.
Engagement isn't a metric. It's the result of doing the WORK to back your people up.
Engagement scope and investment are tailored to your specific situation. Book a discovery call to get a custom proposal.
Who this is — and isn't — built for.
This is for you if
- You run a contact center between 50 and 500 agents.
- You've invested in AI tools but adoption is stalling.
- Your frontline leaders are getting squeezed and you need a real development play.
- Your engagement scores aren't moving and survey-and-pray isn't working.
- You know your operation needs transformation but don't have a clear strategy.
- You want a consultant who stays through implementation, not just strategy.
This is not for you if
- You're looking for a quick technology audit or one-day training.
- You want a SaaS solution, not a consulting engagement.
- Your leadership team isn't aligned on transforming operations.
- You're not ready to invest in real implementation support.
Joni Younginer · Founder & CEO
Former VP, Call Center Director · 20+ yrs Contact Center Operations
I'm not a tech consultant who learned about contact centers. I'm a contact center operations leader who learned how to make AI AND leadership development work in the trenches.
20 years in contact center operations leadership across fintech, banking, insurance, and government contracts. Former VP, Call Center Director. I'm a structure queen who builds sustainable performance management systems, develops the leaders running these operations, and turns chaotic operations into clear ones.
Career receipts: I reduced attrition from 50 percent to 23 percent in a 1,300 person operation. I built one of the first interactive video teller programs in the country, used as an NCR case study. I achieved the highest employee engagement score in a fintech operation, including from my leaders scoring ME as their direct leader. I'm currently shaping AI strategy, leadership development, and knowledge management transformation at a major credit fintech.
I built and operate my own AI SaaS product end to end, so I understand the technology side as deeply as the operations side. I show up on your floor and embed with your team. I'm the consultant who's still there at the end of the engagement, not gone after the strategy phase.
How to start working together.
Discovery Call
30 minutes · complimentary
We talk about where your contact center is, what you've already tried, and what's actually getting in the way.
Engagement Proposal
Tailored scope
If we're aligned, you'll get a custom proposal with scope, deliverables, and investment specific to your practice area and situation.
We Start
Embedded, real partnership
You get a real partner embedded in your operation for the full engagement, with the framework, the floor presence, and the follow-through to make transformation actually stick.
Ready to talk?
Tell us a bit about your contact center and we'll be in touch within 24 hours.
Direct
(312) 857-3607