Andy Turner appointed to head team focused on 'supporting the agent'
ProtoCall One, has appointed Andy Turner to head up its new Workforce Optimisation (WFO) practice in the UK. The practice will focus on delivering technology tools, processes and best practices that will drive agent performance.
Andy Turner's has worked in resource planning management and training for organisations which include BT, Thomas Cook and the Professional Planning Forum. He also played a role in the first Genesys 7.2 implementation in Europe.
Turner commented: “Contact centre agents have one of the most demanding jobs around. They are at the coal face of customer contact, and are under constant pressure from management to 'deliver more'. Organisations can do a lot to help agents perform their roles more effectively and empower them to manage their working lifestyles.”
