Trevor Parnham

XpertRule Software appoints Director of Customer Service Solutions

XpertRule Software has appointed Trevor Parnham as Director of Customer Service Solutions. Trevor brings 10 years of experience of delivering innovative software technology in contact centers and will head XpertRule’s expansion into this sector.

Trevor was the Technical Solutions Manager with AOL Europe, Tools and Data Systems. He lead the project to develop a dynamic knowledge based support tool for call centre agents and developed the concept of Core Knowledge Troubleshooting. The knowledge base was implemented in Europe and the United States.

Trevor joined ntl as Technical Solutions Manager to lead development of tools to improve Call Centre productivity and Customer experience. More recently Trevor joined IBM when ntl outsourced its technical support function. His role expanded to Technical Support Group Manager. Responsibilities included Infrastructure support including offshore centres. He was responsible for automating many processes to improve productivity. He introduced the concept of Root Cause troubleshooting which enabled the business to see exactly what was driving calls.

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