Contact centre leaders face so many problems in their day-to-day working lives – from internal concerns with absence and attrition, to customer-facing challenges with self-service and vulnerable customers (to name just a few!) – it’s hard to know where to start!
That’s why we regularly ask well-respected industry consultants to share their tried-and-tested ideas with our readers to help them succeed in their roles… And we’re so grateful so many of them take the time to get involved!
So here’s to our Top Consultant Contributors of 2024! Thank you so much for sharing your expertise!
Garry Gormley
Garry Gormley is an experienced contact centre professional with 20 years in the contact centre industry. Having spent a lot of time in the operation, he understands the dynamics and moving parts of the contact centre and what impacts customer experience first-hand.
With experience supporting and leading the delivery of key change projects around quality assurance, regulatory change, sales transformation, and people development, Garry now uses this experience to help leaders as part of FAB Solutions.
Connect with Garry on LinkedIn
Click here to read the articles he’s contributed to.
Dan Pratt
Dan Pratt is founder and director of DAP Consultancy. He is also a customer experience and business consultant, as well as a board advisor.
Originally from Swindon, Wiltshire, he now splits the majority of his time between Paris and London. He has acquired over 12 years of experience within customer experience management positions with a track record of success. Working across multiple areas such as customer service, CX strategy, CRM, customer success, operations, marketing, market & competitor research, and business development.
He has also worked in a range of industries, including hospitality, telecommunications, car hire, consumer goods, retail, e-commerce, software systems, ESG, and fintech.
Click here to read the articles he’s contributed to.
Kim Ellis
Kim Ellis, the founder of Go Ginger Learning Solutions, is a blended learning specialist from Yorkshire, specializing in customer service and contact centre training. She crafts bespoke learning programmes, adapting to each business’s unique needs.
With extensive experience in sectors like insurance, healthcare, and education, Kim’s approach to training is engaging and tailored. Her services range from digital and blended learning to face-to-face training.
Beyond her professional role, Kim actively contributes to the learning community as a board member of the Learning Network.
Click here to read the articles she’s contributed to.
Dr M. Dave Salisbury
Dr M. Dave Salisbury is an I/O psychologist, programme leader, and project manager.
Dedicated to human development, continuous improvement, and quality assurance, his operations mindfulness and life-long learner approach to problem-solving keep him engaged and working. With skills leading projects in a plethora of industries, he brings an unmatched customer-FIRST perspective to all of his activities.
Known for leading, following, and teaching well, Dave builds organizational trust in teams that achieve their highest potential.
Connect with Dr M. Dave Salisbury on LinkedIn
Click here to read the articles he’s contributed to.
Shep Hyken
Shep Hyken is a customer service and experience expert, award-winning keynote speaker, researcher, and the Chief Amazement Officer of Shepard Presentations.
He is a New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession.
Click here to read the articles he’s contributed to.
Paul Weald
Paul Weald – the Contact Centre Innovator – has worked in the contact centre industry for 30 years, covering all aspects of people, process, digital operations, and customer experience.
He believes that every organization can excel in how it serves its customers – how well you deliver customer service is a true differentiator – by applying agile approaches and techniques as a part of every operational transformation.
Click here to read the articles he’s contributed to.
Mike Aoki
Mike Aoki is the president of Reflective Keynotes Inc., a Canadian training company that helps contact centres improve their sales and customer experience results.
Mike was chosen by ICMI.com as one of the Top 25 Customer Experience Thought Leaders for the past eight years in a row. He is a frequent contributor to Call Centre Helper blogs and also co-authored the Amazon #1 bestselling leadership book “Called to Action”.
Click here to read the articles he’s contributed to.
Rob Clarke
Rob Clarke is a co-founding partner of Elev-8 Performance.
In addition to consulting and delivering behavioural change programmes to Elev-8’s clients, he leads on building and delivering a wider growth strategy, including marketing.
Backing up his learning credentials is an extensive cross-functional knowledge built over 20+ years in a variety of leadership, learning, strategic, and operational roles. He’s also led contact centres, sales teams and field teams, and is a chair judge of various awards.
Click here to read the articles he’s contributed to.
Alex McConville
Alex McConville is a contact centre leader, enthusiast, and self-proclaimed geek.
He started his journey on the phones selling gas and electric 15 years ago in a BPO environment. Since then, he has led operations in various well-established BPOs. More recently, Alex co-founded ALPerformance, a contact centre consultancy that helps businesses get the most from their tech, people, and processes.
As part of his role, he has spent the last few years pioneering remote working and cutting-edge contact centre telephony, which he loves! In his spare time, he writes a LinkedIn blog aptly named Diary of a Call Centre Manager.
Click here to read the articles he’s contributed to.
Jeremy Watkin
Jeremy Watkin is Director of Customer Experience and Support at NumberBarn.
He has more than 20 years of experience as a customer service and contact centre professional leading high-performing teams. Jeremy has been recognized numerous times as a thought leader for his writing and speaking on a variety of topics, including quality management, outsourcing, customer experience, contact centre technology, CCaaS, product marketing, social media, and more.
Connect with Jeremy on LinkedIn
Click here to read the articles he’s contributed to.
Stay Tuned for Even More Consultant-Led Articles in 2025!
And remember to subscribe to our newsletter and follow our LinkedIn page to keep up to date with all the news, articles, and updates from Call Centre Helper.
Author: Rachael Trickey
Reviewed by: Megan Jones
Published On: 17th Dec 2024 - Last modified: 18th Dec 2024
Read more about - Call Centre Management, Alex McConville, Dan Pratt, Dave Salisbury, Garry Gormley, Jeremy Watkin, Kim Ellis, Mike Aoki, Paul Weald, Rob Clarke, Shep Hyken, Top 10
