Damien Roy is a Director of KPMG, with 15 years of experience in the Telecommunications & Media industry, having held senior operations and consulting positions for large content companies and telcos. With a background in product management and process implementation, Damien has spent the last 7 years working in business performance improvement, primarily leading transformation programmes in operations, designing and implementing operating models and driving productivity improvements. Damien has been working in Australia since 2010 with the largest domestic telco and service providers across the following business units: Billing and credits management, revenue assurance, finance, product management and development, customer advocacy, channels – retail and call centres and strategic pricing. Damien has vast experience in waterfall and agile methodologies applied to system integrations, application development, business process design and strategic programmes across large global clients.
10:00 AM Contact Center Management for Driving Customer Experience and Effective Change Across the Organisation
- Performance monitoring and well being in contact centers
- Quality variation management strategies and the impact on operations
- The use of call analytics in predicting and improving customer effort