#12 Nerys Corfield talks about delivering exceptional CX through Operations & IT working together.
Get Out Of Wrap - The Contact Centre Community August 09, 2019
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#12 Nerys Corfield talks about delivering exceptional CX through Operations & IT working together.

Nerys is a key figure in the Contact Centre Industry with almost two decades owning the P&L and SLA delivery of contact centre services for many national brands (Volkswagen; Vodafone; British Gas; News UK and National Apprenticeship Service). Nerys now runs Injection Consulting - providing contact centre consultancy This is combined with being a member and former Chair of the DMA Contact Centre Council ('16-'19) plus being a judge for the ECCCSA’s and UKCCF awards. Nerys has spent four years helping contact centres transform their operations through the adoption of better technology and processes. Nerys explains how in her experience Customer Experience aspirations fall down between the chasm of choppy water that exists between IT and Operations. As well as sharing her experience and some analogies that I loved Nerys shares some tips as to how to readdress the balance between these two teams in order to realise a better customer and advisor experience.
#12 Nerys Corfield talks about delivering exceptional CX through Operations & IT working together.

#12 Nerys Corfield talks about delivering exceptional CX through Operations & IT working together.

Nerys is a key figure in the Contact Centre Industry with almost two decades owning the P&L and SLA delivery of contact centre services for many national brands (Volkswagen; Vodafone; British Gas; News UK and National Apprenticeship Service). Nerys now runs Injection Consulting - providing contact centre consultancy This is combined with being a member and former Chair of the DMA Contact Centre Council ('16-'19) plus being a judge for the ECCCSA’s and UKCCF awards. Nerys has spent four years helping contact centres transform their operations through the adoption of better technology and processes. Nerys explains how in her experience Customer Experience aspirations fall down between the chasm of choppy water that exists between IT and Operations. As well as sharing her experience and some analogies that I loved Nerys shares some tips as to how to readdress the balance between these two teams in order to realise a better customer and advisor experience.