About The Author

Luke Jamieson is a Customer Experience and Contact Centre Leader with over 11 years of contact centre expertise. His career has spanned the retail, outsourcing and not-for Profit sectors. Luke is passionate about the member experience and in 2012 created an innovative service model that attracted an industry excellence award for customer service. His team is the 2013 ICMI "Global Call Centre of the Year" winner for Small to Medium-Sized Centres. The team has also won the Victorian State Contact Centre of the Year award in Australia for consecutive years; in addition Luke was awarded Contact Centre Manager of the year 2013. Luke has been cited in publications from The Financial Standard to The Wall Street Journal and a wide variety of online sources. He has been a guest and keynote speaker at a variety of national and international industry events on the topics of Customer Experience, Technology and the Customer, and How to Build an Award Winning Contact Centre to name just a few.