Glenn Smith
About Glenn Smith
Glenn Smith is a Customer Solutions Consultant at Verint, with a career spanning over two decades in workforce optimization and customer relationship management. He has held various roles at notable companies, including Serco and Call Design, and possesses expertise in Aspect Products.
Current Role at Verint
Glenn Smith has been employed at Verint as a Customer Solutions Consultant since 2018. In this role, he focuses on delivering customer-centric solutions that enhance operational efficiency and improve service delivery. His tenure at Verint has allowed him to leverage his extensive experience in customer relationship management and service delivery.
Previous Experience at Serco
Before joining Verint, Glenn Smith worked at Serco as a Service Design Lead for Contact Centres from 2017 to 2018. His role involved designing service processes that improved customer interactions and operational workflows. This experience contributed to his understanding of service design in a contact center environment.
Professional Background at Call Design
Glenn Smith held multiple positions at Call Design from 2005 to 2017. He served as a Senior WFO Specialist for six years, followed by roles as Manager of Customer Technologies and Professional Services Manager for Workforce Optimisation. His work focused on optimizing workforce management and enhancing customer technologies, demonstrating his expertise in this area.
Education and Expertise
Glenn Smith studied at Swinburne University of Technology, where he achieved a Bachelor's degree from 1992 to 1993. His educational background, combined with his professional experience, has equipped him with strong skills in Pre-Sales and Account Management, as well as expertise in Aspect Products for workforce optimization.
Industry Experience and Skills
Glenn Smith has a strong background in the technology vendor landscape and the outsourcing/offshoring industry. He has worked in various roles that emphasize service delivery and customer relationship management. His experience as a Workforce Analyst at UCMS and Technical Services Manager at QPC further solidifies his comprehensive understanding of workforce optimization and planning.