Harrison White

Background

About Harrison White

My interests are currently in contact centre call management, focusing on call automation, staff statistics, and the development of morale management systems. It is my intention to broaden my knowledge in organisational environmental scanning, organisational development, and systems change management.My current role at Black and White Cabs is to manage the day-to-day operations of the contact centre, falling hand-in-hand with "putting out the fires" of staff and customer interaction. I have a deep passion in understanding caller experience; reviewing hold patterns, queuing systems, caller-agent interaction, and agent knowledge levels. Being in contact centres for the logistics industry for 7 years, I have developed an understanding of influential staff management strategies, and have seen the value that reduced skill and knowledge gaps provide in the resolution of customer and staff contentions. Effectively managing people, and their ever-growing expectations, is a skill that I value and choose to develop daily.