Since 2000, Margaret Newton has played an integral role at Response Design. She works closely with consultants to streamline their findings into products for clients and the general public. Margaret excels at seeing Response Design through the eyes of the customer. She strives to make the organization as friendly and accessible as possible. She manages LeapFrog!^®, Response Design's metric database and is responsible for communicating its results to customers.

In the 1990s, Margaret was an analyst and project manager for APQC, an internationally recognized non-profit organization that provides expertise in benchmarking and best-practice research. She managed six major consortium projects: (1) the integration of the Internet into call centers, (2) call center measurement, (3) the role of the frontline representative, (4) complaint management, (5) customer satisfaction, and (6) first contact resolution. In addition, Margaret authored chapters for two APQC books, "Call Center Operations" (2000) and "Educators in Action" (2004).