Pommie Lutchman
2:20

Contact centres no longer the ugly duckling

The contact centre has evolved to become the heart of every business, says Pommie Lutchman, CEO of Ocular Technologies.

3:00

Viewpoint: Recognise contact centres' role in revenue generation

Contact centres should be a critical step in revenue generation, says Pommie Lutchman, CEO of Ocular Technologies.

2:30

Viewpoint: The growing trend of conversational commerce

Use technology to be human, states Pommie Lutchman, CEO of Ocular Technologies.

2:00

Viewpoint : #yourbotsaidwot

In a world where human speaks to machine and vice versa, we are forced to relearn our cultural familiarities, says Pommie Lutchman, CEO at Ocular.

3:50

Customer engagement tech and agent dynamics

The basic skills of practising considerate and courteous human contact should form the baseline of any customer interaction strategy, says Pommie Lutchman, CEO of Ocular Technologies.

2:30

Viewpoint: Sun rises over dark data

The digital business world is finally seeing an uptake in dark data mining and polishing, says CEO of Ocular Technologies Pommie Lutchman.

3:50

Engaging customers through social media

Social media can be used to captivate customers intuitively and organically, says Pommie Lutchman, CEO at Ocular Technologies.

0:10
Nov 29, 2012

Missing links in back-office BPM

While much has been achieved to optimise contact centre agent performance, not much has been done to meet the back-office staff challenge, says Pommie Lutchman, CEO of Ocular Technologies.

4:30
Nov 12, 2012

Pressure placed on contact centres

The rise in consumer debt is creating increased demand on the debt collections process, says Pommie Lutchman, CEO of Ocular Technologies.

2:40

Unifying contact centre operations

Unified communication strategies can increase the efficiency of contact centre agents by reducing time spent finding answers to customer questions, says Pommie Lutchman, CEO Ocular Technologies.

4:50

Workforce optimisation supports CRM

Consumer demand for anytime communications is making customer-company collaboration through Web 2.0 the new norm, says Pommie Lutchman, CEO of Ocular Technologies.

4:30

Contact centres under-utilised

The contact centre has the potential to build customer loyalty, win new customers and increase revenue, says Pommie Lutchman, CEO of Ocular Technologies.