10/26/2022 updated
100 % available
Contact Center Consultant
As, Belgium
Belgium
Msc & BscC (Programming Language)Six Sigma MethodologyMicrosoft WindowsAutomatic Call DistributorArtificial IntelligenceData AnalysisSound Recording and ReproductionInteractive Voice ResponseCustomer Relationship ManagementUnixC++ (Programming Language)Call CentersDatabasesComputer Telephony IntegrationContinuous Integration
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, ...), ...)
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, ...), ...)
Experience
Professional experience10+ years
Languages
GermanFluentEnglishFluentFrenchFluentItalianFluentDutchNative speaker
Project history
Project, Product & Project management
Business Consulting (Vendor Selection, Cost Reduction, Service Differentiation, Valuation, ...)
Technical Consulting (Quality Assurance, Load Testing, Regression Testing, ...)
Delivered roughly 80 engagement over 20 years
Business Consulting (Vendor Selection, Cost Reduction, Service Differentiation, Valuation, ...)
Technical Consulting (Quality Assurance, Load Testing, Regression Testing, ...)
Delivered roughly 80 engagement over 20 years
Pre Sales & Project Management of CTI integration projects across the EMEA region initially behind a Pre Sales team and later behind a Professional Services team.
Pre Sales Engineer to the Belgian organisation.
Developed major projects (BBL Bank (Now ING Bank), Banca Cariplo (Now Intesa San Paolo), Bouygues Telecom, ...) with each project taking roughly 1 year.
Developed major projects (BBL Bank (Now ING Bank), Banca Cariplo (Now Intesa San Paolo), Bouygues Telecom, ...) with each project taking roughly 1 year.