Michael Barbagallo is a freelance industry analyst and consultant focusing on contact centers and unified communications in contact centers. He has almost 20 years in the contact center industry and has experience with most every contact center function. Most recently Michael was the senior analyst for contact centers at Current Analysis. Prior to Current Analysis, Michael held various contact center management positions with Fannie Mae, Apollo Health Street, and SER Solutions. Mr. Barbagallo is currently the Sr. Manager, Member Services for the National Council of Teachers of Mathematics and is a licensed high school mathematics teacher in the State of Virginia.