CONVERGE INTERNATIONAL
“ You need a mix of people who are focused on your organisation but also people who are the best in their field ”
FERGUS PORTER CIO , CONVERGE INTERNATIONAL
“ We can book-in people in moments now ,” he says . “ Bang , and it ’ s done . Once it was a process that could take up to 10 minutes . That might not sound like a lot but when you ’ re dealing with people who are under duress or stress , then this matters greatly .”
That duress might be caused by anything from workplace stress to domestic violence , sickness and the death of a co-worker in the line of duty .
“ We ’ ve also implemented things like self-service through an omnichannel customer experience platform ,” says Porter . “ This means we provide a more personal service , so that when somebody calls we know who they are and if they ’ ve already registered with us .
174 May 2024