About EPIC Connections

Contact Center Operations Experts

We are contact center operations experts across a variety of industries. And we know the functional aspects, too (sales, service, collections, tech support). But most of all, we’ve earned our stripes in hundreds of customer engagements where we’ve honed our best practices from real-world experience.

We’ve seen and done it all. Unlike other consulting firms that charge a bundle to develop just a plan, EPIC takes each project all the way to the finish line.

Meet the Team

Bill Pieper, President

Bill is a 30+ year BPO industry veteran and contact center strategist helping companies transform their customer experience and leverage new technologies for digital transformation. His experience in senior executive roles at ADP, First Data, and Sitel has helped him establish one of the most prolific and well-recognized partner and executive networks in the industry. During his 15+ year tenure at EPIC, Bill has worked directly supporting clients, including Fortune 500 companies, regional organizations, and SMBs. As an active participant in many trade associations, he was honored as a Partner in Progress by the Professional Association for Customer Engagement (PACE). Bill is a graduate of the University of Delaware with a BSBA in Marketing and also a U.S. Army veteran who remains active supporting service veterans.

402.884.4700 x 201 | LinkedIn

Dan Dineen, Vice President, Professional Services

As a seasoned BPO executive with over 30 years leading IT teams supporting contact centers, voice and data networking, and infrastructure technologies, Dan’s expertise is invaluable to EPIC clients. His extensive experience crosses all types of call center technologies and includes designing, implementing, and managing platforms and operations, as well as vendor management programs. Previously, Dan served at Convergys, Zenta, and West Corporation, directing large teams and maximizing service value while driving down costs. He is a graduate of Creighton University with a Bachelor of Science in Business Administration.

402.884.4700 x 214 | LinkedIn

John Glantz, Vice President, Consulting Services

A true veteran of the contact center industry, John Glantz has held nearly every call center position from agent to President. His previous work includes senior leadership positions with Optum (UnitedHealth Group), Cox Communications and Mutual of Omaha, among others. With expertise managing large and complex services and relationships across numerous Fortune 500 companies in the financial services, communications and healthcare industries, John is a proven leader in developing and implementing strategies that deliver results. His responsibilities have included contract negotiation and oversight as well as relationship management and growth, distribution channel management, and M&A due diligence. John is a graduate of Creighton University with a BSBA in Marketing and Management.

402.884.4700 x 206 | LinkedIn

Matt Caldwell, Senior Consultant

Matt is a 13+ year workforce optimization, project management and contact center operations professional. Prior to joining EPIC as a Senior Consultant, Matt served in senior roles in the financial services and technology industry. His experience includes responsibility for overseeing large, complex technology transformations including specific experience migrating and integrating CRM, WFM/WFO, QM and reporting services with ACD/IVR platforms. Matt also has significant frontline and leadership experience in Workforce Management. Matt is a graduate of Brigham Young University with a Bachelor of Science in Geographic Information Systems and a Master of Science in Urban Planning.

402.765.0637 | LinkedIn

Mary Kay Halpin, Vice President, Finance & Administration

With almost 20 years of financial management and accounting experience, Mary Kay directs the maintenance and development of EPIC’s financial planning functions, assuring fiscal responsibility and sound decision making at all levels. With an eye for detail and a keen sense of business management, she is critical in driving future success at EPIC. Previously, Mary Kay held positions with the First National Bank of Omaha and Amoco Oil Company (now BP). She holds a master’s degree in finance and marketing from the Kellogg School of Business, Northwestern University and a bachelor’s in finance from the University of Notre Dame.

402.884.4700 x 205 | LinkedIn

Daneen Pieper, Director, Sales Operations

With 15+ years of experience in sales, marketing, customer service, and technical support, Daneen is a well-rounded and tenured business professional leading EPIC’s sales activities. As a tech-savvy master of sales enablement and efficiency, she ensures EPIC is both responsive and on-point when it comes to building valuable relationships and growing the business. Formerly, Daneen worked 10 years at ADP and 12 years at Creighton Prep High School in Omaha, where she led online fundraising efforts. She holds a bachelor’s degree in business administration and marketing from the University of Dayton.

402.884.4700 x 207

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