Karl Brough is general manager UK, Ireland & Nordics at Sitel, a position he has held since 2014. During over 25 years at Sitel, Karl has held a number of senior management roles including regional director for UK, Ireland and Nordics, senior site director at Sitel contact centres in Copenhagen, Newcastle and Stratford-upon-Avon and operations manager and business development manager. Karl graduated from Coventry University with a degree in Computer Studies.
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There is a significant shift in customer experience management in Europe as more brands shun traditional offshoring destinations in favour of customer contact centres closer to their customers. In an increasingly competitive global market, organisations are seeking to boost revenue and profits by strengthening customer relationships and using customer service to gain competitive advantage. As a result, there is a greater desire from brands for their customer service operations to be in...