Ray RivadeloVice President & Head of Customer Care
Ray has over 20 years experience in Telecommunications. Originally from Australia, he has been a pioneer in the setup of Telstra Operations in the Philippines 8 years ago. Now a member of the Smart Senior Executive Team as VP and Head of Customer Care, Ray is responsible for contact center operations, complaints desk and technical fulfillment, digital and social media care, as well as telesales & telemarketing across the company’s 62million mobile and broadband subscriber base.
11:15 AM PANEL: Modern Approaches to Delivering a Seamless Omni-Channel Experience in Contact Centres
- Best practices in building, delivering and measuring an omni-channel experience
- Leveraging technology to integrate voice and non-voice channels and develop a ‘single, consolidated view’ of customers
- Addressing the challenges of ensuring service consistency across channels