Skills
I implemented the first contact center in Belgium & Italy in the '90s and since then I have been working continuously in the CX/CC industry over roughly 30 years now.
I touched about all elements of the value chain from sales & marking, program/product/project management, coding & configuration, documentation & training down to maintenance & support. I touched all topics from high level strategy, process, people down to technology. I enjoy doing more structural long term projects but also enjoy the ad hoc challenges in turn around management. I delivered roughly 100 contact centers during my carreer the smallest being 1 agent and the largest well beyond 20.000 agents and users.
Below some of the keywords we daily use:
- Strategy (Vendor Selection, Insource vs Outsource, Cloud vs On Prem, Buy vs Make, ...)
- Process (Front & Backoffice integration, Cross & Up selling, ...)
- People (Training, Behavioral Analysis, Balanced Score Cards, ...)
- Technology:
- Contact Center, Interaction Center, Call Center (PABX, ACD, CTI, IVR/VRU, Voice Recording, Quality Management QM, WorkForce Management WFM, ...)
- Multi Channel (Voice, Email, Video, Chat, Inbound, Outbound, ...)
- Self Service (IVR, Web, Mobile, Chat Bots, Voice Bots, ...)
- Quality Assurance (Six Sigma, DevOps, CI/CD, ...)
- Analytics (AI, SEM, Support Vectors, Conjoint Analysis CA, Factor Analysis FA, Principal Component Analysis PCA, ...)
- CCaaS (Talkdesk, Amazon Connect, Genesys Purecloud, Odigo, Twilio Flex, ...)
- CCaaP (Avaya, Alcatel, ATOS/Unify/Siemens, Cisco, Mitel, Any 365, Luware, CC4Skype/CC4Teams, ...)
- CPaaS (Twilio, Vonage, ...)
- UCaaS (Webex, Avaya, Chime, Zoom, ...)
- CRM (Pega, Zendesk, Salesforce, ...)
- Basics (Protocols (SIP, ISDN, TCP/IP, MPLS, ...), Security (SBC, Firewall, ...), Database (Oracle, SQL Server, ...), Operating Systems (Windows, Unix, Linux, ...), Languages (Perl, C, C++, Assembler, ...), ...)