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Member Profile

Dougie Nicoll
Head of Digital and Customer Operations
Customer Touch Point
     (Verified Admin.)18 Connections

 

NEW!

About Me, My Hobbies & Interests!

A successful and passionate Customer Experience Consultant with over 9 years experience in the contact centre space. Over those 9 years I have gained valuable experience in operational delivery, IVR Design, customer journey design, customer feedback solutions, social customer care to name a few. I am a strategic thinker that is well known for thinking outside the box and thrive in problem solving situations. Having a strong IT background allows me to really get involved in the project management and delivery of new systems with clients and really design the journeys to harness the best use of the technology to deliver the best possible customer experience. Key Skills: • IVR Design, skills-based routing, transfer reduction • Customer journey design across various channels including but not limited to: Web, Social, Live Chat, IVR, Customer Feedback • Project management • Operational delivery, specifically within a contact centre • Leading strategic directional change • Relationship and rapport building skills • Acquisition of new clients • Commercially aware • Problem solving – thinking outside the box, coming up with creative solutions to problems • Strategic Account Management • Website Development – Wordpress, good understanding of HTML, PHP, Javascript, CSS • Digital Design – Adobe Illustrator, basic workaround knowledge of other Adobe products • Implementation of new IT systems and processes • Excellent time management and organisational skills

Company Details

Customer Touch Point specialises in long-term and instant impact customer experience solutions for organisations worldwide, providing the tools and support they need to deliver effortless customer experiences.

Our solutions include customer feedback software, customer journey mapping, telephony & IVR and multi-channel technology tools such as live chat, SMS, email, social media monitoring and dynamic FAQs.

By delivering real-time customer insight; designing customer journeys to positively influence behaviour; and implementing end-to-end technology solutions that provide a seamless experience across all channels, we enable our clients to improve customer experiences and reduce cost of contact at the same time


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