Knowledge - Insights: Podcasts

Today we’re joined by Martin Hill-Wilson and Mark Billingham.

Martin is one of the chairs of our Virtual Future of the Contact Centre Conference taking place on 10th and 11th February and is also the Founder of Brainfood Consulting. He designs masterclasses and transformational change to help clients evolve their social and digital capabilities.

Mark is a case study presenter at our upcoming conference and is Group Customer Operations Director and COO at The Very Group. Mark has had a varied career spanning 15+ years across Operational management, Transformation and Customer Experience. In both 2018 and 2019 The Very Group were recognised back to back as industry leading at the European Call Centre awards for their Customer transformation programmes, which in just 12 months improved Transactional Net Promoter Score by 70 points, first contact resolution by 22 points and reduced overall customer contact by 30%.

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