It might be easy to imagine the perfect contact centre design, which provides a comfortable but functional and enjoyable place to work – but, unless you are a ‘techy’ it’s much harder to come up with your ideal contact centre technology ingredients … that magical mix that gives customers and staff the ‘feel good’ factor they deserve.
Gary Thompson, Operations and Support Manager who joined software developer Rostrvm Solutions recently, says, “Successful contact centre solutions include the right price, efficiency, functionality, robustness, user-friendliness … and they’ve all got to integrate and work with other systems. Not only that but, of course, every business requirement is different so the product has to be configured to match the need. That can be a pretty tall order unless you’re working with suppliers who have got the experience to achieve it all … and then a contact centre still needs a support team who won’t leave them high and dry once installation is complete.”
Gary joined Rostrvm Solutions because he knows they have the right skills to develop, implement and support contact centre solutions, however complex. He says, “Rostrvm is an established contact centre product with a good reputation that is ideally suited to integration with other diverse products used in call centres today. In addition, there are a large number of businesses that make or receive a high volume of calls but do not see themselves as a call centre. Rostrvm supports all businesses with contact management and desktop automation. It’s also UK based with a highly experienced R&D department.”
Gary himself is a very experienced Operations Manager, with a proven track record of success spanning over 15 years in the delivery of IT and Telecoms Services. He has worked with Davox (now Aspect Software) and project managed the implementation of BT’s telemarketing dialler (used for its ‘Friends & Family campaign’), becoming the Programme Manager/Director COE. He has also worked at MX Digital as the Operations Director, developing a large dialler customer base there, before moving onto similar projects elsewhere.
Gary aims to use this knowledge in the defining, planning and implementation of contact centre solutions for Rostrvm’s customers. He will also work with the Support department in providing a high level of customer-friendly service.
As well as working closely with customers, Gary is able to call upon his previous experience of working as a manufacturer and Distributor/Reseller to engage with Rostrvm’s partners.
Simon Wellings, Managing Director at Rostrvm Solutions, said, “We are delighted to welcome Gary and know that he’ll further enhance and strengthen the rostrvm customer experience.”