Tim’s first experience of Asia was being trained in the Jungles of Borneo by the Gurkhas in the early 80s. Since leaving the armed forces Tim has spent his career in the customer service industry advising organisations on best practice approach to technology.

Tim became focused on multi channel customer contact in 1999 at the start of the dot com boom. He was involved in some of the first multi channel shared service contact centres as they pioneered establishing centres to provide multi channel services to dot com companies as well as traditional bricks and mortar businesses going on line. Tim has witnessed firsthand and been involved in the evolution of multi channel interaction.

He has worked with organisations such as Samsung, Bank of America, Orange, Boots Company, Travelex, British Telecom, TUI Travel and Intel. Tim has worked for vendors and specialist systems integrators focused on contact centres from vendors such as; Avaya, Genesys, Interactive Intelligence, Verint, Nuance and Cisco.

Tim works for Eptica who provide solutions to help organisations excel in the delivery of multi channel customer service. Tim is based in Singapore and is responsible for Eptica’s International operations.

How to supercharge productivity and customer satisfaction in a multichannel world

Efficiently delivering the right customer experience is the No. 1 priority for every contact centre. Customers are demanding better, cheaper service through more and more channels – and aren’t afraid to change supplier if they don’t get what they want.

Drawing on the experience of leading brands in Asia, Eptica explains how you can  achieve service transformation in a multichannel world
· Increasing efficiency and reducing costs by streamlining operations
· Improving the customer experience to gain a competitive advantage and increase retention
· How to manage a greater number of service channels, especially the internet, social media and mobile, to communicate with customers