Introduction/One-line Summary:
One of the UK’s leading specialists in the selection and use of voice and web technology for contact centres, co-author of CTI in Action, and technology advisor to the Call Centre Management Association.

Key Speech Topic:

Profile:
David Mackenzie, Principal Consultant and founder of CT Consulting, has been working on projects in the convergence of Voice and Data Technology in call centres and customer service for more than 12 years. He provides independent consultancy to advise companies that are implementing Call Centres and Contact Centres. He covers the area of Computer Telephony and Web technology and its use in integrated contact centres including inbound call routing, software predictive dialling, call scripting and the Web Enabled Call Centres and Email contact centres.

He is very much a working speaker, heavily involved in real projects. He has worked on projects as far apart as Singapore and Australia and for companies such as BT, Barclays Bank, Seeboard, Abbey National and Cable & Wireless. He was Managing Director of the Call Centres Division of royalblue technologies, and was a committee member of ACTIUS (Association of Computer Telephone Integration Users and Suppliers). He was a founding sponsor of CCMA (Call Centre Managers Association) and is Technology Advisor to the CCMA, is on the editorial board of Customer Contact Solutions, is a regular columnist for Call Centre Technology and Customer Service News and writes for The Times.

David was responsible for the initial design of royalblue's rostrvm Enterprise CTI software product. David designed the technology used for integrated Voice and Data transfer within rostrvm and is co-author of the Patent for that technology.

He presents many papers at IT conferences in the UK and abroad and is a regular contributor of articles to the Call Centre and mainstream IT press. In addition to the articles published, he is co-author of "CTI in Action" (writing Chapter 8, "The Systems Integrator's Role"). This book is vital to those IT and Call Centre managers looking to understand the business benefits of Computer Telephony (CT). His most recent literary project was a book published by IBC Business Publications’ called Workflow and Image Processing where David covered the use of workflow in call centres.

Length of Speech:
45 minutes through to workshops and training courses

Fee range:
From £1000

Travel From:
London, United Kingdom

Preview Tape:
Available on request

Partial Client List:

Recent consultancy work has covered projects for a number of companies including Midland Bank, Britannic Assurance, ClaraNet, Wesleyan Assurance, Experian as well as companies in the travel and car hire industry. He has also provided services to Nortel Networks and the Open University.

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Links:
David will be presenting at The European Conference on Customer Management. For more details visit the eEvents Store

Speakers Agent: eCustomerServiceWorld.com