Oscar Alban is recognised as an expert in the contact centre and customer service arena and his comments are widely published within the international business and trade media. With a long history in customer service management and consulting, Alban spent 12 years at MCI in the US where he managed a 1 200-seat inbound/outbound contact centre. At Witness Systems, Alban brings this experience to his role as the company's principal global market consultant. In this capacity, he consults with global corporations on customer service issues and challenges, both from a business and technology perspective. Alban is a recognised speaker at industry conferences and trade shows around the world. His focus is on the mission-critical aspects of capturing customer intelligence, analysing enterprise performance and applying learning – all to help drive improved business performance through refined business processes, improved sales and service, and maximising revenue opportunities. Atio represents Witness Systems in SA.
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