Learn How the Role of the Contact Centre is Evolving

digital_customer_service As digital becomes more and more involved in our business interactions through automated systems and chatbots, we see the growing importance of providing a context-aware intimate personal service. Join us Tomorrow, 13 September, as WFO expert Mark Evans, MD of Welltel Enterprise, along with specialists from Verint share their approach to empowering agents to deliver true value as expert communicators delivering insight rather than information. We are delighted to be joined by Dr. Bob Mann, Senior Director Verint (see speaker bio below) who will discuss how to leverage the customer experience as a business differentiator. Get involved in the conversation and stay for the BBQ! Where: Morrisson Hotel, Ormond Quay Lower, Dublin. When: 13 September, from 3 p.m.

Dr.BobMannAbout the speaker - Dr. Bob Mann - Bob has been working in ICT for 30 years with roles including functional and system test, product development, product management, product marketing, channel management and business development.  Bob's particular specialism for the last 25 years has been in Customer Relationship Management and Customer Access channels including CTI and digital channel-shift solutions.

At IBM he was WW channel manager for CTI products, and has under his name a number of the original CTI patents.

For the past 15 years Bob has been a key driver and consultant in Verint's Customer Engagement Management solutions, most specifically into the Government sector both in the UK, North America and Australia, and so has a good overview of €œbest practice€ in the global marketplace.  In his current role, Bob is a senior director supporting the running of the worldwide practice for Verint's Engagement Management Professional solution set.