Brian Diaz

Background

About Brian Diaz

Customer Service has been transforming the past 20 years. We are beginning to see robust AI contact deflection strategies resolving the majority of transactional issues/requests emerge. For years, ever more sophisticated IVR, Website, and apps have changed when human interaction is necessary to resolve an issue. Our current state is that the remaining contact types requiring human intervention grow increasingly complex, requiring higher standards of Customer Service than ever as the reason for customer contacts are increasingly driven by disruptions to the Consumer Lifecycle. Those standards can only be achieved with a workforce and team that is committed, driven, and excited.My proudest accomplishments in my Career in the BPO space has been in developing robust and engaged teams that exceed standards and expectations. Only by providing insightful feedback and analysis, setting clear expectations, and ensuring all levels of an organisation have developed the skills and abilities to achieve are companies able to succeed in our ever changing environment. From setting new benchmarks for Customer Satisfaction, achieving unheard of low error rates, or setting new heights for sales targets, the accomplishments I am proudest of is from the ability to develop people to achieve their goals. ”We are what we repeatedly do. Excellence is not an act, but is therefore a habit.” - Aristotle