Brief Overview of Current Role…
At CloudWave, we build modern cloud contact centre and customer experience solutions people love to use.
As an industry veteran who progressed from the phones, to 13 years of contact centre management, I am now a passionate Contact Centre and Customer Experience Technology Specialist with a proven track record in optimising contact centre operations and enhancing customer satisfaction.
We leverage cutting-edge technologies and innovative strategies to enhance the customer and agent experience, boost agent productivity, reduce operational costs and deliver outstanding customer interactions.
I am a human-first thought leader, experienced in contact centre operations, delivering innovation through cloud technology and driving continuous improvement initiatives with a commitment to honesty, integrity and continuous improvement.
Best Career Advice I’ve Received…
I can’t say I have any one piece, so here are a couple:
1. Early in my Team Leader career when I was having challenges with my team, my manager told me: “If you’re too hard they’ll break you, and if you’re too soft they’ll squeeze you” and it was the exact advice I needed to hear at the time.
2. A realisation I had after being a Contact Centre leader for 10+ years: Being a great leader is the ability to have confronting conversations constructively.
Initiatives/Current Challenges I’m working on…
Bringing the worlds best contact centre and customer experience technology to the SMB market without the Enterprise price tag!
Something I wish others knew about my role or the industry…
The Contact Centre and Customer Service industry is one of the most underappreciated industries in the world. People are fast to complain about us, and slow to compliment us, but without us, their world stands still.
A Funny Fact or Story about Myself…
I started on the phones in 2006 in an outbound life insurance sales team. It was initially a wedge job to save money for a year so I could live and work in London, 17 years later I am still here!
The contact centre industry has helped me travel the world, find my wife, given me my closest friends, helped me learn great life lessons and build a successful career.
It also may have caused me to sleep on the floor of some dingy backpacker hostels in the early days!
When I’m not at work you’ll find me…
Outside with my wife and daughter enjoying as much time with them as possible.
Best/Favourite ACXPA Member Benefit…
In the short period ACXPA has been live, it’s easy to see the community that is being built is of great experience and benefit to all members.
The ACXPA mission is aligned to the best interests of our fellow industry peers, and the events and initiatives to come will benefit the members greatly.
CX Roundtables - Upcoming Guest
Live and interactive sessions for customer experience professionals in Australia.
Contact Centre Manager Roundtables - Upcoming Guest
Live and interactive sessions for contact centre professionals in Australia.
Next Members Symposium Livestream: Tuesday, 21st May, 2024, 13:30 AEST
The Members Symposium sessions are only available to ACXPA Members!
ACXPA Members can watch the symposium live, and, can watch any of the sessions at any time in their Video Library.
Preview of upcoming Symposium Sessions:
IVR Best Practice
Over 90% of contact centres are using an IVR (Press 1 for this, press 2 for that), and we've encountered many contact centres with over four layers of options for customers to select from. In this session, Nadine will be sharing some best practice tips on IVR design for 2024.
Presented by Nadine Power, Chief Product Officer, Datagamz (and ACXPA National Advisory Board Member)
Tips to Boost Engagement on Calls
Of the five quality competencies we assess as part of the Australian Call Centre Rankings, the 'ENGAGE' competency from the Australian Contact Centre Quality Standards has consistently been at the bottom of the rankings throughout 2023 and into 2024.
In this session, Simon will provide some tips that can be shared with agents on how to increase engagement with customers at the start of calls.
Presented by Simon Blair, General Manager Quality Insights, ACXPA
More sessions announced soon!
(If you're interested in speaking at one of our events, click here to learn more >)
