Jacques Schalkwyk

Background

About Jacques Schalkwyk

Experienced contact centre Solutions Consultant specializing in the Workforce Optimization (WFO) space supporting sales teams in direct and partner led engagements across EMEA. The majority of my work experience the past 18 years covers time spent with the leading WFO vendor, NICE Systems as the Sales Engineer for Africa. I have also spent time with niche recording and QM vendor, DataVoice, as part of the product management team. DataVoice is part of Jasco, and through this relationship I was also exposed to other WFO solutions such as Verint and Teleopti. Prior to spending time in product houses, I spent 12 years at a world class systems integrator, Dimension Data. At Dimension Data I fulfilled a multitude of roles in the contact center space. My journey at Dimension Data started as a NICE engineer and concluded as the NICE Product Manager for Dimension Data. My experience and knowledge provides me with specialist skills in workforce optimization (WFO) solutions and a broad understanding of the processes and technology deployed in enterprise contact centres. I am comfortable to work with all levels within client operations and have an in depth understanding of the value and benefit that workforce optimization (WFO) solutions will deliver across an organization (customer experience, employee engagement); driving a consultative led engagement which allows me to understand in depth the issues, as-is processes and roadblocks to success. Specialties: Contact centre product specialist, pre-sales consultant, product manager, contact center recording, quality management (QM), performance management (PM), workforce optimization (WFO), workforce management (WFM), Interaction Analytics (IA).