Nigel specialises in complex and international telecoms at Ayudar. With considerable expertise in contact centre design, Nigel is adept at taking the time to evaluate the nature and geography of omni-channel contacts going through a contact centre. He is able to analyse customer behaviour to develop new optimised process flows.
His expert knowledge spans:
- Telephony procurement
- Workforce management optimisation
- Quality management benchmarking
- Service management
- Vendor management
- Incident management
- Customer relationship management
- Project management
- Budget management
- Requirements gathering
- Feasibility studies
- Workshop facilitation
- Design
- Documentation
- Reporting
Nigel is currently has worked on a major projects for global brands in the UK and in Asia. These contact centres handled major events with over 1,000 call centre employees. Currently, he is Lead Technical Resource for the major contact centre transformation project. During Covid-19 they were able to execute a BCP plan that saw 14 contact centres spin up around the globe in 72 hours. He is currently leading the development of sophisticated AI solutions that have process over 10 million contacts since Covid began.
Nigel previously worked a contact centre migration that enabled Call centre calls to be answered in over 300 retail over locations. His engagement also saw the migration of the entire Network architecture to a single vendor provided solution. Both of the above projects rendered savings in excess of £10 Million.
He has also worked with mobile bases from 50 to 5,000 units delivering savings every 24 months for his customer base. Nigel unusually always favours retaining the existing vendor where commercially possible.