Our Story

Where others accept the status quo, we help contact centers succeed.

From 1998 to 2015, Liberty Call Center Solutions founder, Spencer Nielsen, was managing and traveling to dozens of contact centers across 4 continents. All of the operations teams acknowledged that coaching was the best way to improve agent and program performance. Each center had coaching program in place, however, walking around the call centers, from the United States to Panama, or across the globe, it was easy recognize that coaching was not being completed as outlined in the various coaching programs. Supervisors sat at their desks instead of engaging with agents and focus groups confirmed very little effective coaching occurred. Performance results followed and also showed that supervisors didn't coach enough, didn't coach the right topics and didn't know how to coach. Coaching was the greatest challenge operations managers faced:

With status quo coaching programs, the merry-go-round of low tenured agents and ineffective supervisors created a glass ceiling of performance that could not be broken without a new coaching approach.
Agents lacked training on the skills they needed to succeed when interacting with customers.
- Sales agents were really just order takers.
- Support agents were just an expense.
- Collectors were just a call to be avoided.
- Supervisors were just yesterday's best agent and lacked the experience and skills to coach and motivate agents effectively.
Even with well documented coaching programs and expectations, supervisors mostly avoided coaching because they didn't know what or how to coach effectively.
When supervisors did coach, they made agents defensive, just telling agents what they did wrong or they reviewed an entire call, discussing all QA categories in a single, demoralizing conversation.
Agents with little training, low-skill, low-performance, low-engagement and minimal effective coaching, quit their job very quickly.

Recognizing the challenge, Spencer set out on a new approach to improve coaching and program performance. The status quo was not working. Workforce had already allotted coaching time, but we needed to make sure that allotted coaching time was actually used to effectively coach and train the agents on the right skills and behaviors for success. Valor CM was born.

Valor CM 2026

Valor CM delivers end-to-end performance management, built and run by AI. We pull in speech analytics, QA scorecards, customer surveys, and KPI reports to objectively pinpoint exactly where each agent needs to improve — then automatically assign the right training lesson or eLearning worksheet for that specific gap. Alex, our AI coach, delivers the session directly to the agent, with the coaching instructions built in, so supervisors don't have to build a training plan from scratch — they just run it, or let Alex run it for them.

Every agent gets a complete dashboard: full training history, performance tracking, and a clear line between what they've completed and how their numbers have moved.

The results speak for themselves. Our clients have increased telesales conversion by more than 50% and customer retention by 25%. Valor CM for Customer Support has raised agent quality scores by an average of 10%, and Valor CM for Debt Collections has increased Kept Rate by 11% and dollars per hour by 35%.

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Results

President & CEO

Spencer is a graduate of Brigham Young University and has earned a Master’s Degree from George Mason University. He has more than 20 years of management experience in the Contact Center industry. Having worked for both BPOs and outsourcers such as TouchCommerce, CGS Inc, Comcast, Charter, UUNET, Nextel and Sprint, Spencer has a unique view of the industry from both ends of the spectrum. His experience includes working with the largest global contact center providers and with boutique solution BPOs.

Focused on providing leadership, training and coaching tools to employees and business partners, Spencer has helped clients drive success through understanding and managing human behavior patterns as they apply in contract development, operational process, KPI development, quality assurance and performance management. Spencer believes that leadership starts with trust and that people and relationships continue to be the key driver of successful contact centers.

Mike attended Brigham Young University and is a graduate of Pass Christian University. Mike is a certified Master Certified Programmer of Crestron Electronics and has led the build Valor CM from the ground up. Mike is CTS AVIXA and Biamp TesiraForte certified.

Chief Technology Officer