I am a Contact Centre Consultant providing independent business counsel, consulting and writing services to technology suppliers and business users in the customer communication and innovative technology spaces.
I’ve been involved in call centres for over 4 decades – before contact centres were called call centres and before call centres had a specific name. I’ve seen enough from both the technology supplier and business user perspective to have views on many topics and issues.
My passion is effective application of great technology with a particular focus on efficient client communication delivering exceptional customer service in the contact centre. I’ve seen and worked with exceptional technologists, but too frequently innovative products have failed to deliver – usually caused by a failure to clearly express and realise the benefit.
One day I’ll get these ideas in order and publish a book. In the meantime feel free to browse and if you think I can help you then get in touch.