Lisa Kelly & Roger Nunn
VP, Business Dev & EVP, Assessments & Solutions at Teleperformance
Lisa Kelly, Vice President, Business Development, Teleperformance.
As VP of Business Development Lisa leads business strategy and planning to provide market insight to roadmap the future of customer service within the retail sector. The continuous evolution of TP’s service proposition is an ongoing extension of the value proposition supported by the investment Teleperformance has and continues to make in technology strategies, market insight and automation.
With years of experience in customer service management having previously been successful building and leading organisations within publishing and various digital arenas, she has also supported investors within organisations to manage organisational change, to increase operational efficiencies, accelerate growth and ultimately achieve higher levels of profitability. In this capacity, she worked within each business and as a partner to form business and people transformational initiatives.
At Teleperformance, Lisa is responsible for sales, operations, growth initiatives and investments in strategic alliances across the globe. She has deep expertise in building strategic customer relationships and her passion for customer success is the foundation of the culture when harvesting new and existing relationships. Lisa specialises in applying her expertise and market knowledge to not only overlay efficiencies which drive cost savings across a commercial estate, but enhances, protects and transforms her client''s customer journey to ensure customers have the best experience possible when interacting with a brand. She has consulted within and deployed a number of global customer contact strategies building industry-leading service capability.
What does the future of Contact Centres hold?
Current view of Global and UK contact centre landscape How is this changing and what are the challenges/benefits? Enablers – Innovation / Technology / Enhanced operational delivery / Analytics Case studies