Melbourne, Victoria, Australia
My 50+ clients are the best reference to my practitioner skills where I Iove rolling up my sleeves and driving data led change. While behavioural economics applied to enabling technology is my wheelhouse, the client often sees Service Capacity as the outcome. Proven track record: Over 10 years of leading service channels and transformation projects, followed by 15 years of building a business dedicated to optimising IVRs and contact centers. Analytics centric methodology: I bring data to evidence the real-world customer interactions and guide effective channel orchestration. There aren’t many contact centre/service use cases I don’t have deep detail about in my bag of tricks Cloud contact centre expert, operating models, deploying open speech, routing, authentication, automation, all things ai, speech analytics, messaging, chatbots that elevate contact center performance. Let's collaborate. Reach out to explore how we can transform your contact center together. www.flare-design.com.au
I established Flare Design, gathering some of the best practitioners from across industries and with real knowledge of human interaction needs and behaviour when dealing with service companies. This expertise allows Flare to design fit-for-purpose customer solutions with a focus on human assisted channels. We create the operating opportunities ALWAYS missed in the deployment of speech IVRs, biometrics and messenger solutions. In fact, if you keep having the business say the IVR isn't working properly the truth often sits in the operating model. We are subject matter experts in customer service channel design and contact centre transformation with a team working from ideation through to testing. Our unique point of difference is that we focus on a fit-for-purpose design of the enabling technologies, not built on the old ways of working but rather enabling a fundamental shift in the operating model. We’re not a technology vendor, and recognise that technology is only the means to the end. We challenge traditional thinking, are innovative, flexible, fun to work with, and we've delivered time and time again. So, if you're thinking about your customer, seeking to improve your operational efficiency, reduce cost-to-serve, or just want to bounce around some thoughts on your service model then drop us a line.
I headed up the channel strategy consulting, helping business leverage best practice technology and was able to deploy a number of sophisticated customer centric solutions into large scale contact centres. First major banking voice biometrics deployment: - National Australia Bank, Several SLM open speech solutions including: - Inland Revenue, - NAB, and - Telecom New Zealand. We also advised on contact centre technologies and operations across varied utility, government and financial organisations.
Responsible for the delivery of enabling technologies impacting customer contact across existing and emerging devices. Projects included the first open speech system in NZ, fronting all Telecom's lines of business, and many self-service and contact centre enabling solutions.
Responsible for the online and voice channel strategies and implementations