Description

Experienced Executive with a demonstrated history of working in the information technology and services industry. Strong business development professional skilled in Operations Management, Customer Relationship Management (CRM), Workforce Management, Contact Centers, and Management

Languages

English
Native or bilingual
French
Native or bilingual
Dutch
Fluent

Workplace preferences

Can work on-site

Bruxelles (up to 50km)

CALL COMMUNICATIONS.EU
& Managing Director
January 2004 - January 2022 (18 years)
Company specialized in Customer Contact Centre Management Strategy, Audit, Training and Business development
Chatlayer.io
•Head
October 2006 - January 2019 (12 years and 3 months)
Author of the Belgian and European Customer Contact Survey. (2009-2020)
•Author of various quantitative and qualitative studies (Altitude Software,CCC, …).
•European Contact Center Lecturer and Moderator (CCC, Marketing Insiders Group, Altitude Software, Eptica, Turkcell, …)
•Contact Center Audit Project (ING Bank, Turkcell, Group,Nespresso, Chatlayer, Belfius …).
•Location Advisor (Fedex, Amazon Group,…).
•Business Development Projects (Altitude Software, Vocalcom, Contextor, Ebos – Mifratel, Marketing Insiders Group, Collab, MyQM, Chatlayer …)
•Development of training programs with European Universities (Milano, Luzern, Brussels Solvay) for contact centers agents, supervisors and managers.
•Internal Trainer (D'Ieteren,Fedex, ING,…)
•Ergonomics Development Project at Plantronics
•Futurologist for the customer service activities (AI, Digital Transition,…) 10/2006
-01/2019 ECCCO (European Confederation of Contact Centre Organizations)
•Presidentof the European professional Body for Customer Contact Centers
•Representativeof ECCCO at the European Commission as a lobbyist, in charge of the relations for customer service activities.
ARAG -Legal Protection
Resources Manager
January 1992 - January 1994 (2 years)
Brussels, Belgium
Head of Social LawDepartment
•TeamMember for the elaboration and revision of the legal defense policies generalconditions

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Licence en droit
UCL
1994

Vincent Vanden Bossche

Senior Consultant Customer Service

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