Paul Titcombe

Berufserfahrung von Paul Titcombe

• Bis heute

  Contact Center / CRM Architect

  Quick Contact Centre Ltd

• 2 Jahre und 7 Monate, Juni 2006 - Dez. 2008

  Contact Centre Program Manager

  Expedia

  • Formulating Customer Contact Strategy for the EMEA region to simultaneously lower costs, increase sales and improve customer satisfaction. • Managing projects and vendors to deliver a virtual multi-media contact centre across multiple sites in Europe, Scandinavia and India for up to 1000 agents. • Defining infrastructure to enable enhanced web experience to customers. Web Call Back, Chat & Co-Browsing. • Developing process & training for Complaints Management to the ISO10002 standard. • Creating Busin

• 10 Monate, Sep. 2005 - Juni 2006

  Contact Centre / CRM Architect

  Gloucestershire County Council

  • Specifying and developing a 100 seat e-Government contact centre • Deploying Northgate FrontOffice CRM with integrations to various back office interfaces • Assessing, selecting and deploying systems for IPT, IVR, Workforce Management and Voice Recording • Interviewing and recruiting Operational Managers and Team Leaders and identifying and meeting their individual training requirements • Identifying and quantifying efficiencies arising from the E-Government initiatives.

• 1 Jahr und 2 Monate, Aug. 2004 - Sep. 2005

  Contact Centre / CRM Consultant

  London Borough of Camden

  • Managing technical projects for a new e-Government contact centre and developing new procedures accordingly • Playing a key role as a member of the program board for GCAT procurement of CRM system • Assessing, selecting and deploying systems for IPT, IVR, Workforce Management and Voice Recording • Successfully linking CRM with Back Office systems through the development of new processes and interfaces • Interviewing and recruiting Operational Managers and Team Leaders and identifying and meeting the