Eric Dolman is the Director of IVR & Routing Strategy at CIBC, where they has developed and implemented innovative business strategies for IVR and routing since 2019. With prior experience at Rogers Communications, they held roles such as Senior Manager in Reporting and Analytics as well as Senior Manager of Enterprise Contact Centre Solution Management, focusing on customer interaction design and omni-channel analytics. Eric is currently pursuing a Bachelor's degree in Mechanical Engineering from Western University and an MBA from Queen's University. They have a strong background in handling complex customer interaction problems and enjoy collaborating with cross-functional teams to enhance contact centre solutions.
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