Björn Blockhuis is the Director for IT Service Management in the Central EMEA region for Teleperformance. As a veteran of high-volume, high-performance contact-center environments, Björn currently has responsibility for driving service excellence across the region. Using Björn’s expertise, Teleperformance has significantly improved service levels and end-user satisfaction by implementing world-class major incident management protocols and processes. Björn is working as part of a wider team in the Teleperformance business to optimize end-customer service delivery to align to Teleperformance’s business goals and imperatives. Björn is a resident of the Netherlands and an avid supporter of FC Twente.