Principal Analyst, Customer Engagement
Ken Landoline specializes in contact center management, technologies, and related applications including interactive voice response, workforce management, artificial intelligence, speech analytics, and outsourcing. Ken supports both vendors and users of contact center technologies with his consulting offerings, white papers, webinars, blogs, and syndicated reporting.
Ken researches, writes, and reports on contact center management, technology, operations, workforce management, and customer and employee engagement issues and also develops global contact center forecasts of agent positions, contact center spending, and workforce optimization technologies. Prior to joining Omdia in 2016, Ken held analyst positions at analyst firms Current Analysis and Yankee Group. He has also held telephony product and market management positions at global telecom companies including AT&T, Siemens, Fujitsu America, and ITT Worldcom. Ken earned a bachelor’s degree from Rutgers College and an MBA from Seton Hall University.