Phil Davitt's Email Addresses & Phone Numbers

📖 Summary

A Professional Contact Centre Consultant with over 13 years experience in Contact Centres internationally and across the UK. With a track record in delivering successful large scale telephony infrastructure projects, developing dynamic multiple site teams and utilising both resource and technology to make the most out of all current potential. Through a strong background in Resource Planning (including Forecasting, Scheduling and Real Time management) and customer service consulting I have helped contact centre management teams realise the true potential of their technology and resource and to provide some of the industries most creative and impressive customer experiences.Professional Services Director @ NewVoiceMedia’s cloud customer contact platform revolutionises the way organisations connect with their customers worldwide, enabling them to deliver a personalised and unique customer service experience and drive a more effective sales and marketing team. From December 2014 to Present (1 year 1 month) Professional Services consultant Team Leader @ From August 2014 to December 2014 (5 months) Professional Services Consultant @ At NewVoiceMedia, we offer a true, multi tenant, cloud contact centre and customer touchpoint solution, which is browser and CRM agnostic, resilient, scalable and secure; all delivered for a predictable monthly fee. Typically deployed in days not months, NewVoiceMedia's ContactWorld removes the risks and capital costs of traditional contact center deployments and delivers an operationally and commerically flexible cloud service. With no product obsolescence and reduced IT overheads, NewVoiceMedia customers benefit from the continuous innovation that only a true cloud service can deliver through regular feature releases. We guarantee 5 x 9’s uptime and are the only cloud vendor to provide full transparency to our service level availability through an innovative public facing 'trust' website. NewVoiceMedia's market leading ContactWorld for Salesforce service offers a true cloud contact centre that is transforming customer service operations with seamless integration to Salesforce.com. With no desktop components to install, ContactWorld for Salesforce offers a truly virtual, location independent, and browser agnostic cloud service. From February 2014 to August 2014 (7 months) Business Capacity Planner @ By working closely with the Change Team and Contact Centre Planning team I ensure that the business and Contact Centre are ready for the increasing customer base which is heading towards 10million customers. Through analysis of the Contact Centre metrics and process improvements within Business Capacity Planning I help shape the plans to ensure NPS and CSAT improve across all Customer Service departments and that all changes are visible and understood in this multi-channel environment. From July 2013 to February 2014 (8 months) Customer Service Real Time Manager @ I managed multiple Real Time teams across the two different Thames Water Customer Service sites. By working with Operational Managers, Outsource Partners and Customer Service stakeholders I ensured the delivery of our daily plan to provide an efficient and exceptional service for our customers. On a real time basis I managed any of the regular operational events that we saw in the utilities industry. I also managed a separate team of Resource Administrators who managed the time accounts of 1500 FTE of Field Operations staff. From July 2011 to July 2013 (2 years 1 month) Scheduling Analyst @ From June 2007 to June 2011 (4 years 1 month) Project Management Prince2, Practitioner @ Southampton Solent University From 2014 to 2014 Magdalen College School Brackley From 1994 to 2001 Phil Davitt is skilled in: Workforce Management, Customer Experience, Call Center, Contact Centers, Team Management, Call Centers, Project Planning, Outsourcing, Management, Stakeholder Management, Analysis, Service Delivery, Telecommunications, Project Delivery, Resource Management, Process Improvement, CRM, Team Leadership