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Karl Reed

Karl Reed, chief marketing and solutions officer at Elingo, has 30+ years’ experience in the ICT space. He has a strong technical background and knowledge, specialising in new business development, complex solution architecting, design, pricing, return on investments, budgeting, deployment and marketing, with hundreds of courses and certifications across all these areas. His focus ranges from basic to highly complex cloud and premises-based multimedia contact centres, process automation/workflow solutions, and enterprise unified communication solutions. This includes skills-based ACD multimedia channels/interactions, process automation/workflow, multimedia recording, voice/data analytics, workforce management, transactional and smart IVRs, outbound campaigns (dialler), unified communications, social media, customer satisfaction surveys, quality management, VOIP, virtualisation, micro-services, multi-sites and monitoring.

Beginnings and endings

25 Jul 2017

Every process is made up of multiple parts.

The history of things

31 May 2016

A true process must be deliberately designed and planned before being rushed into production.

Voice: different but still here

15 Aug 2013

Voice calls will remain a critical part of contact centre interactions for years, but the nature and handling of these calls is changing.

Getting social media ready

5 Jul 2013

A social media campaign is not an instant guarantee of immediate business success.

From outbound to blended

11 Jan 2012The evolution of the contact centre has seen a number of twists and turns.

CPA challenges and opportunities

7 Dec 2011The Consumer Protection Act will present opportunities for businesses that value their customers, and create challenges for cynical operators.

Getting to grips with client needs

14 Nov 2011Customers' changing behaviour patterns mean adjustments in brands pursuing service excellence.

The open road

12 Oct 2011Is the mobile workforce a practical reality in corporate SA?

The power of automation

13 Sep 2011Managing automation is key to ensuring a consolidated communication system delivers maximum benefit.

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