Scottish-based contact centre business beCogent has appointed an IT director to oversee its team of 20 IT professionals.
Adrian Smales, former project manager, business development director, business analyst and IT consultant, said he would look at using technology to help people transact business.
"The contact centre industry needs to look at moving beyond telephone contacts to provide more individually tailored and personalised services through channels such as instant messaging to engage generation Y, and therefore we need to have the right technology in place to enable our clients meet the demands of their customers," he said.
Smales said he wanted to attract good quality UK staff by providing increased working flexibility. "We need to deliver the platform to enable staff to work from a wide variety of places such as home or community centres," he said.
In the next year, Smales plans to trial technologies to see which ones fit beCogent's business model and provide competitive advantage.
"The biggest challenge facing IT directors, particularly in the contact centre industry, is keeping pace with the extremely rapid changes in technology, legislative requirements and consumer demands to keep them interested and engaged," said Smales.
Smales said it was important for IT to work in collaboration with the business. "Those businesses that can adopt and assimilate IT will flourish, but those that don't will die. IT directors need to listen to what the business needs and translate that into real tangible benefit that addresses that need."