Andrew Crawford
Director - Contact Centres - Asia Pacific
Oceania Cruises and Regent Seven Seas Cruises ·
Andrew is passionate about developing and evolving successful contact-centre environments focused on quality, productivity and continuous improvement.
Over the last 14 years of managing the large, multi-channel contact centres for The Travel Corporation, it’s been exciting to have been at the forefront of an incredible transformation in Customer Experience. He feels very fortunate to have been in a business that has embraced the potential of people and technology and trusted me to put its Contact Centres at the heart of the sales funnel and brand experience. Andrew has influenced strategy and guided staff through extensive organisational and operational change, transforming them from an ‘order taking service’ to leaders in consultative selling and digital service delivery.
One of his key skills is the ability to understand business strategy and identify opportunities to deliver more. Andrew has a keen interest in technology and a strong understanding of operational processes and front-line realities, which allows him to influence and implement effective change.
Whilst Andrew’s industry experience is in travel he has a broad knowledge of contact centre systems, processes, technology and best-practice. As part of a global business he has also been fortunate to have played a key role in global change projects and established Australia as a best-practice market with strong digital capability.
