Alton F. Martin has more than 16 years of experience at the CEO level, and is a subject matter expert on contact centers.
Martin provides CEO and board advising, senior executive coaching, and C-suite consulting. He leverages consulting experience gained in more than 20 countries across five continents to assist clients in improving the effectiveness of their contact centers. His expertise also encompasses outsourcing strategy and execution for customer-facing channels in verticals, including technology, transportation, and consumer goods.
Martin is the CEO of Spot Consulting LLC, which specializes in improving the margins and profitability of contact center operations. He also works as a program faculty member for the Center for Executive Education at the University of Tennessee, advising on the development of the University’s Vested Outsourcing curriculum and methodology.
Prior to holding the above roles, Martin was the CEO and co-founder of COPC Inc. from 1996 to 2009. There he created an international market for assessing and certifying contact centers and BPO operations. Over the course of his tenure, he also improved service delivery results, opened and developed international relationships, managed such clients as Microsoft and Adobe, and led major product development and deployment activities. He saved his clients millions by reducing costs, improving customer satisfaction, modifying training, and increasing first contact resolution rates. Typical engagements lasted several years and had values ranging from $250k to $500k per year.
An accomplished public speaker, Martin has spoken at innumerable conferences across the globe, including the BT Alex Brown Client Conference, the Outsourcing World Summit, and the TELUS International Customer Summit. His articles have appeared in the Journal of Strategic Performance Measurement and the Controller’s Advisory, among other publications. Martin holds an MBA from the University of Virginia and a BA from Tulane University.