Karl Reed
5:20
Jul 25, 2017

Beginnings and endings

Every process is made up of multiple parts.

4:00
May 31, 2016

The history of things

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

4:20
Aug 15, 2013

Voice: different but still here

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

4:40
Jul 5, 2013

Getting social media ready

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

4:20
Jan 11, 2012

From outbound to blended

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

4:30
Dec 7, 2011

CPA challenges and opportunities

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

5:20
Nov 14, 2011

Getting to grips with client needs

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

4:30
Oct 12, 2011

The open road

Is the mobile workforce a practical reality in corporate SA?

4:50
Sep 13, 2011

The power of automation

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

4:30

Understanding the conversation

The brand conversation impacts a shift to consolidated communications architecture.

4:40
Jul 14, 2011

Communications consolidation

What are the strategic and operational drivers behind the consolidation of corporate communication systems?

4:20
Jun 9, 2011

The big room

How did the contact centre phenomenon come to dominate, and limit, modern customer interactions?

Karl Reed
Chief Marketing and Solutions Officer at Elingo.

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.