ICMI is part of the Informa Tech Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them. Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.

Advertisement

About The Author

photo
Rob McDougall
CEO, Upstream Works
Rob McDougall is an accomplished contact center leader and catalyst for change with a track record for raising industry awareness of first contact resolution and enhanced customer experiences. As the CEO of Upstream Works, Rob leads the strategic vision and operations with a continued focus on innovation and enhancing the agent experience.
More articles from this author: