Dave Appleby is a regular contributor to Call Centre Helper. He has over 25 years of experience in contact centres. He describes himself as “A Call Centre Generalist”, having worked in all operational aspects from Agent, moving into WFM, then onto Head of Customer Services.
He now does consultancy and training. Ranging from disaster management role-playing to new team manager training. Additionally, he is available as a guest speaker on a wide range of contact centre topics.
He also writes professionally, with work ranging from writing fiction to travel and technical copywriting, in addition to editing, proofreading, and academic paper reference auditing.
Connect with Dave on LinkedIn