Rosie is a specialist in Visual Communications within data driven corporate environments and knows exactly how to help companies increase efficiencies and productivities to meet KPI’s, with a special focus in Contact Centres.
Living in Buckinghamshire, Rosie lives an action-packed life managing her career and a family of 6!
Working in technology-driven environments since the start of her career, Rosie lives and breathes technology and how to apply it in a business context to ensure constant improvement in how businesses are run.
Part of the RMG team for over 4 years already, Rosie has become an expert in contact centre and customer service topics and providing state-of-the-art visual communications and visual performance management solutions, helping organisations across Europe improve customer service levels and performance on a wide range of KPI’s.
The pros and cons of omni-channel, a moment of truth
In recent years the number of channels and technologies available to contact centres allowing organisations to provide sublime customer service has been continuously increasing. New technologies and channels keep being added to the picture and gain importance. Customers are often being given a myriad of options when it comes to how they want to get support. But does that mean that contact centres are performing better now than ever before and customer service levels are steadily on the rise? If not: what does that mean and what are the driving factors behind the stagnated CC performance levels?