Evan Jones | Contributor

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Evan Jones

Speaking engagements (2)

SpeakerNov 5, 2020

AWS Webinar 5 - Skills development and capacity building for a future-proofed workforce

Topic: Panel Discussion

SpeakerNov 5, 2020

AWS Webinar 5 - Skills development and capacity building for a future-proofed workforce

Topic: Introduction of panellists

Articles

4:30

Performance management

Oct 12, 2012

Hidden emergency for contact centres

Changes to the Labour Relations Act require equal pay for work of equal value.

Evan Jones

4:20

Jul 2, 2012

The ultimate people business

Successful contact centres are all about their customers and also their agents.

Evan Jones

3:50

Jun 11, 2012

Controlling all contact

The future of contact centre performance management is not what it used to be.

Evan Jones

4:50

Mar 8, 2012

People first

The customer experience is the single most important influencer of profitability.

Evan Jones

5:00

Oct 18, 2011

Cloud within a cloud

A cloud contact centre will enhance an organisation's ability to enrich the customer experience.

Evan Jones

4:40

Oct 7, 2011

Homeward bound

Contact centre agents who are able to work from home are incentivised to keep the customer happy.

Evan Jones

4:40

Human Capital Management

Sept 19, 2011

Empowering agents

The contact centre agent is dead... long live the service specialist.

Customers get social

Multi-channel is customer management's new frontier, and the contact centre needs to join the party.

Evan Jones