Ash is seasoned BPO/ Contact Centre Specialist, for the past 25 years. He has held several roles ranging from Manager to Senior Manager to Head of Contact Centers, which have provided him with the depth of knowledge and insight into the operational and strategic functioning of each environment. Over the past 17- 25 years, his focus has been in Designing, Building and Operating Contact Centers of all sizes in the (BPO) Business Process Outsourcing space. He has worked in industries including, financial houses, telecommunications and media companies, among others. He was responsible for and spearheaded the consolidation and Technology Strategy, of the largest Security Company in South Africa. Ash has been exposed to international centres where he operated and headed up some of the largest BPO Contact Centers in Oman, Abu Dhabi, Dubai and Bahrain. At peak, they staffed about 2000 FTE seats across the Region.Achievements:Re-Designing Service Levels, Contact Centre Consolidation and Optimisation, Contact Centre re-engineering and Continuous Improvement. He was the Head of CX at Digital Solutions Group (DSG), an award winning BPO in South Africa, within the CX sphere. Ash is currently the Executive Head of Operations at ELS, a Morvest owned Company.Focused on transforming customer service centres to become the engine of the operational delivery experience hub – an operational business entity that will essentially be responsible for underpinning and driving all customer experience as well as interactions a company has with its customers and prospects by truly interacting with customers, across an ever-widening range of channels, and focusing on driving more positive experience. His focus is on growth, both locally as well as internationally, with South Africa being the key destination for BPO’s in the world of CX, Impact sourcing and Location.He conducts Contact Centre audits/assessments and provides strategic recommendations to assist Contact Centers to achieve an Omni-channel world.Skills include:• Workforce Optimization • Customer Journey Design• Customer Experience Management (CX)• Contact Centre Telephony• Dialer CX• Customer Relationship Management (CRM)• Intelligent Routing• CCAAS• Contact Centre Technology selection, based on business requirements• ERP (Enterprise Resource Planning)• Contact Centre Strategy and Design• Training and Development• Contact Centre Road-mapping, collaborating with teams to gain momentum, into where the BPO world is heading - SA as a key destination for BPO's and Impact Sourcing