When setting up a contact center from scratch at Sky Spain, Nick MacFarlane, Head of Customer Experience, had a clear vision on just how to take their contact center to the next level. It’s a vision that played strongly to employee experience, the power of human interaction, and how having great conversations with customers not only results in outstanding customer service – but can also generate powerful insights to be utilized throughout the entire organization.
Watch this on-demand webinar to learn:
- How insights can be used to turn your contact center into a resource, not a cost
- The importance of turning a service operation into a CX Hub
- How to drive business growth while keeping cost low
Head of Customer Experience, Sky Spain
Nick MacFarlane is Head of Customer Experience at Sky Spain. He started his career as a Customer Service Advisor and now has over 15 years’ experience in CX focused roles. With his customer service background, it is no surprise that he is passionate about the “Voice of the Customer” being heard at the right level while using the contact centers as an aid and ensuring appropriate action is taken from the insights gathered. At Sky Spain, he manages both Customer Service and Customer Experience together encompassing the overall data and insight strategy.