Greg S.

WORK HISTORY

EDUCATION

ABOUT GREG S.

With over two decades of contact center solutions design and engineering experience, I am a Senior Manager at Evolve IP, a leading provider of cloud-based communications and collaboration solutions. I hold multiple certifications in Agile methodology, SQL reporting, and various contact center applications. My core competencies include designing and implementing customized omnichannel solutions that integrate voice, email, chat, and social media, enabling customer success and satisfaction. I have a proven track record of leading and managing complex contact center technology projects, from inception to deployment and support. I have contributed to the 100x growth of a previous company by developing an industry-disrupting solution that leveraged cloud-based platforms and APIs. My mission is to empower success in contact centers by reducing friction across functional teams and applications, and creating exceptional customer experiences. I believe that CX design is the #1 skill for people like me. In a sense, we\'re been doing this all along, yet it is our best interest to extend Customer Experience beyond the phone, chat, email. Customers are engaging with their providers on all touchpoints. These include Website, Chat, Chatbots, and Virtual agents.(nothing new right? not at all) In my opinion, there are two main \"camps\" of CX design (Web, App, Mobile) and (Phone, Chat, Email, SMS) These to two camps or silos need collapse into the holistic Customer experience. Those Organizations who master the awareness of the Customer Journey- regardless of channel- will be the differentiators. champions in their vertical. Those who fail to master that will \"get their lunch eaten\" by those that did. I am exicted to pull in these realms, learn, adapt and start helping customer \"eat lunch\"