Director, Customer Contact Services
Shared Services Connected
Carl joined SSCL last year with an extensive background in business process improvement and outsourcing. He has led global teams, addressing multiple cultures to perfect contact centre offerings across many locations. He also specialises in complex account management, business strategy and improving Net Promoter Score.
Carl’s vision for the future of contact centres is to increase use of innovative digital technologies to create efficiencies and ensure customers are at the heart of the organisation.
12:25 pm - 12:45 pm
What do the public want from a contact centre?
Theatre: Finance and Corporate
With multiple channels and advances in technology, is the future of the modern day contact centre all about the ability to innovate and move to robots and artificial intelligence. Set up as a partnership between the Cabinet Office and Sopra Steria, SSCL is one the largest Shared Service platforms in the UK, offering services to both Government and UK police forces. SSCL’s Director of Customer Contact Services, Carl Johnson, will explore what the future holds for contact centres by blending efficiency with artificial intelligence without losing the essential ingredient – the human touch.