Transforming Your Contact Centre into an Interaction Centre

In the 2011 Convergys UK Customer Scorecard Research, 61% of respondents said that the customer experience has not improved over the past year, and another 14% said that it has actually gotten worse.

Watch our Webinar to learn more about the state of multichannel customer care in the UK Customer Scorecard from Convergys, a global leader in customer management. SoundBite Communications will discuss the growth of proactive communications and how changes in the communications landscape has forced organisations to revisit their contact centre strategies.

Topics to be discussed include:

  •  Today’s customer experience and its impact on business
  •  Contact preferences and communications channel diversity
  •  The link between customer satisfaction, effort, and loyalty

  •  Deployment of proactive customer communications

  •  Evolution to a next-generation call centre

  • Five steps for optimizing business results

To review the PDF of the presentation deck, click here.

60:00 minutes

Presenters

David Lopes, Director of Technology and Business Development, EMEA, Convergys
David is the Director of Technology and Business Development for Convergys’ Customer Management business in EMEA, working in the enterprise and networks space. He has over 10 years of experience creating leading-edge automated and assisted interactions for a range of companies, delivering an excellent customer experience and rapid ROI. David has a Ph.D. in Signal Processing and an M.Sc. in Sound and Vibration, both from University of Southampton, and a B.Sc. in Mathematics and Computing from Oxford Brookes University.


Frank Sherlock, Global Business Development Director, SoundBite Communications

As SoundBite’s Global Business Development Director, Frank is responsible for expanding global client and partner portfolios. He joined SoundBite in 2011, bringing with him a career in the communications sector. Over the last 14 years in contact centre technology businesses, he has built extensive knowledge of the contact centre space, particularly in the fields of self-service automation, analytics, and business process outsourcing. Frank has a wealth of experience providing leading solutions across multiple verticals and geographies. He holds a Master’s degree in Business Administration as well as a Higher National Diploma in Telecommunications Engineering.