Tips from DHL on rolling out a Fully Integrated Contact Centre Solution

Feb. 20, 2012 - PRLog -- Interview by Helen Winsor, IQPC Exchange

David Richards, Customer Service IT Director at DHL, joins IQPC Exchange to discuss the implementation of a fully integrated contact centre solution across the business. He outlines the challenges met to balance the delivery of a consistent multi-channel customer service, streamline operations and drive maximum profit, and predicts the key trends ahead.   Finally, he pinpoints his all-time hero and figure of inspiration.

IQPC Exchange: Hello and welcome to this IQPC Quick Fire [?] podcast, presented in conjunction with the Customer Contact Exchange by Helen Winsor.

I’m now joined by David Richards, customer service IT director for DHL. Welcome to the show, David. How are you?

D Richards: I’m very well, Helen. And thank you, and how are you?

IQPC Exchange: I’m very well, thanks. Thank you for joining us. Now, you recently invested in a fully integrated contact centre solution which you’ll be talking about at the Executive Customer Contact Exchange in April. What were your main drivers behind this? For instance, customer satisfaction, loyalty, profits, etc.?

To download this interview in full please click here - http://www.customercontactexchange.com/Event.aspx?id=5465... &utm_medium=HWOnline&utm_source=Linked In&MAC=HW_PROMO_11337.006_PR