Contact Centre Insights by Deloitte

Please join us to hear about Deloitte’s recent global contact centre industry survey results and key highlights and trends from service leaders on current challenges and areas of investment to support their ambitions for the future of service.

Speakers:

Derek Fitzgerald, PMP

Deloitte Advisory | Value Creation Services

Derek is a Contact Centre Industry leader in Deloitte’s Value Creation Services Practice in New Brunswick where he specializes in Service Strategy and Operational Transformation. He has over 20 years of industry and consulting experience, leading service teams globally across multiple industries on all aspects of customer service transformation.

Nygel Weishar

Director - Service Enablement

Nygel Weishar is a knowledgeable Contact Centre industry leader, with 10 years’ experience evolving the way contact centres operate. Primarily focused on Digital Interaction channels, Nygel has worked with multiple Financial Institutions, up into his current role as Director of Service Enablement at CI Financial.

At CI, Nygel and his team are tasked with transforming every element of the contact centre; from Knowledge Management, Workforce Optimization, Projects/Initiatives, Voice of the Customer, all the way to helping lead the Contact Centre Data Strategy efforts. In the past 3 years, CI has taken their contact centre from manual excel based tracking, to a full cloud based data lake architecture that serves up crucial data to business leaders in real time.

Outside of professional endeavors Nygel is an avid sports/technology fan, residing in Innisfil with his wife and two rambunctious/talkative boys (aged 3 & 5).