Pete Cooper Email and Phone Number

Pete Cooper has been active in the contact centre industry since 1996 and brings to projects an extensive technical background as well as a strong understanding of customer service management and business drivers. His broad experience delivers solutions that cover technology, infrastructure, business process and human resource recommendations. This approach ensures that technically based projects get designed and implemented well, and that they are appropriate solutions to the commercial challenges that organisations face.He has designed, built, upgraded and consulted to contact centres globally: for telcos, insurance and financial service companies, government and airlines, for enterprises young and old, start-up to multi-national, and from dozens to many thousands of agent seats in size. Specific skills include: • design and implementation of contact centers, for inbound and outbound calling, and with integrated digital media channels such as chat, email, and social sites• technical and business consulting to existing contact centres needing to improve their performance, upgrade their infrastructure or resolve operational issues• development of operating procedures and methodologies to optimise contact center efficiency, maximising revenue and productivity• deployment of “Big Data” solutions, advanced data analytics, management dashboards, and tools that provide rapid and insightful views of the operation • setup, execution and management of direct marketing campaigns spanning multiple contact channels – email, SMS, web, and traditional telemarketingPete’s broad base of experience enables him to share industry best practices from a wide variety of companies and scenarios, to make the most appropriate, bespoke set of recommendations for each client.