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TED LANGO

OPERATIONAL STRATEGIST

Ted Lango.jpeg

VISION

Customer Service Excellence 

By uniting innovation, leadership, and experience, I deliver measurable results for service organizations. I build sustainable operational models that enhance customer experience, optimize employee engagement, and achieve global success.

PORTFOLIO

Areas of Expertise

​Explore the strategies, innovations, and achievements that I've leveraged to shape customer and employee experience, drive operational success, and foster sustainable growth:

  • Foundational Principles

  • Innovation & Community Leadership

  • Case Studies

July 2022 – Present

Senior Vice President /

Intradiem

Led industry strategy and product innovation efforts to transform workforce management (WFM) practices across Fortune 500 contact centers, collaborating with clients to adopt AI-powered automation and achieve operational excellence.

January 2013 – July 2022

Vice President /

MetLife

Transformed MetLife’s contact center operations into a world-class, JD Power-certified organization, leveraging innovation, automation, and shared service practices to enhance CX and operational efficiency through crossfunctional collaboration.

July 2010 – May 2014

Vice President /

Comcast

Oversaw shared services for 60+ contact centers across internal and outsourced operations, serving over 300 million customer interactions annually. Led initiatives to enhance operational performance, streamline workflows, and reduce operational costs.​

WORK EXPERIENCE

EDUCATION

Bachelor of Business Administration, Finance 

University of Wisconsin - Milwaukee / 1985 - 1987

Undergraduate Studies, Physics

Purdue University / 1982 - 1985

Founder, WFM Labs

I lead a community establishing next-generation WFM practices to support the contact centers of the future.

In The Press

Read my recent contributions to articles on the topic of Data and AI, published in Built In.

Research & Development

Discover Erlang-O, a new mathematical approach I developed to staffing contact centers addressing variability and volatility

PROJECTS

LET'S WORK TOGETHER

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