Articulate, successful and ethical company director, management consultant and Non-Executive Director. Entrepreneur with more than 30 years' sales, management and consulting experience. A consummate networker with a strong grounding in contact centres, AI-based customer engagement technology, Workforce Optimisation (WFO) and enterprise-wide performance optimisation software and solutions. A leading authority on omnichannel 'interaction' (speech & text) analytics. Thought-leadership author and Keynote Speaker. Specialties: Contact centre solutions. Customer Engagement. Customer Service Experience. Customer Management. Operational Delivery. Customer Contact Strategy. Managed Services. Performance Optimisation. Multichannel/omnichannel. Channel Shift. Digital. AI. Workflow Management. Call & Screen Recording. PCI-DSS. Quality Monitoring. Speech & Text (interaction) Analytics. Voice biometrics. Natural Language Chatbots. Conversational Bots. Front- & Back-office Workforce Optimisation (WFO) & Workforce Management (WFM). Skills/performance correlation. Learning Management Systems (LMSs)/e-learning. Contact centre, branch/store & back-office. Hosted Telephony & Contact Centre. Customer Interaction Management (CIM). Customer Experience. Customer Journey. Voice of the Customer (VoC). Knowledge Base. FAQ. Interactive Voice Response (IVR). Cloud-based services (SaaS). Consultancy. Sales. Customer Service. Customer acquisition, retention and advocacy. Compliance. Optimum/Target Operating Model (O/TOM). DPA/GDPR. Recruitment, training, development and attrition management. Sales methodology. Business development. Proposition development. Go to market strategy. Senior Sales. Channel Management. Direct & Indirect Sales. Bid Management. New Business Sales. Account Management. Partner Engagement & Management. Board-level blue chip and SME client experience.
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