About Barbara

Celebrating our 30th Year!

“I want to put a ding in the Universe.”  Steve Jobs

Most would agree that Steve Jobs succeeded in making a ding in the Universe. That’s what Barbara strives to do in her small way, to make a positive, long-lasting impact in my Universe — contact centers and the people that work there.

Barbara’s 30 years in the business of helping contact centers be more successful has taught her the best way to retain customers and get new ones is to foster a work culture in which front-line agents are engaged and happy.


Recognized as an international expert and thought leader on creating customer-centric contact centers, Barbara Burke’s staff development and consulting expertise enables customer service organizations to focus on what’s really important — the quality of the experience customers have with their front-line agents.

Barbara is the author of two popular business fables about life in a contact center — The Napkin, the Melon & the Monkey: How to Be Happy & Successful by Simply Changing Your Mind, and The Monkey, the Moon & Maybe: How to Embrace Change & Live Fearlessly.  Her popular e-newsletter, Monday Aha! Sage Advice for Customer Service Leaders has over 2500 subscribers worldwide.

Barbara lives in Northfield Minnesota, a small Midwestern college town. She spends her free time working with local non-profit organizations, traveling, gardening, and writing about mindfulness.

Barbara’s extensive client list includes: Lands’ End, Honeywell, Target, Microsoft, Estee’ Lauder, Proctor & Gamble,  Cox Communications, Verizon, Portland General Electric, American Medical Association, Integrys, Alltel, Vertex, City of Austin Texas, Georgia Power, Louisville Gas & Electric/Kentucky Utilities, San Diego Gas & Electric, Progress Energy, , Alabama Power, Time Warner, and State of Minnesota, State of Pennsylvania,