Biography
A widely regarded industry expert, Scott has 20 years of contact centre experience. With real-life experience within a Quality Management team, as well as head of a resource planning function, Scott moved on from operational roles in 2015, consulting on Workforce Engagement Management from a pre-sales & post-sales perspective. Since 2017, Scott has led successful teams focused on the UK and global markets. Scott is recognised by many for his thought leadership in relation to Workforce Management, Quality Management and Analytics. This has been demonstrated when working with The Forum, CCMA & others, as well as speaking at events such as CC Expo.
Presentation Title and Synopsis
3 x A’s For 3 x C’s – True transformation to deliver outstanding results for you, your employees and your customers
Listen to Scott discuss how AI, Automation and Analytics can be used to support business transformation and improve the experience for your colleagues and your customers. Scott will talk about the improvements to Workforce Engagement Management through the introduction of further AI and Machine Learning, and how Automation is improving engagement levels and delivering efficiency gains. Scott will also look at Analytics and how identifying the “needle in the haystack” has benefits for us all.
A presentation with a twist – come and see Scott to find out more!