Dave Thomson

Speaking Sessions:

Company: Cisco Systems
Job title: European Marketing Manager – Contact Centre

For the last 17 years, Dave has been involved in the call centre industry, where he has gained a broad range of experience, with companies such as Aspect Communications (ACD, IVR and workforce management), Primus Knowledge Solutions (knowledge management and web self-service), Saba Software (e-learning) and Performix Technologies (performance management). Dave joined Cisco, the world leader in IP-based Contact Centres, in 2005.

Dave’s technical background, first-hand experience of visiting over 400 call centres around the world, and his ability to communicate with humour and without acronyms, means that Dave has been invited to speak at many conferences and industry events over the years – such as Call Centre Expo, European Customer Management World, Internet World, Service Desk & IT Support show, VoIP for Business, the Irish Call Centre Awards, Call Center Trends (Germany), YHTEYS (Finland), Call Center Institute (Sweden) and Voice, where he received a “Best Presenter” award.

Dave sometimes presents on Cisco’s own global, 1,500 agent virtual contact centre operation, but more often than not he presents on topics such as “The call centre is dead; long live the enterprise contact centre” or “Using virtualisation, video and Web 2.0 to deliver great customer and employee experiences.”