Voting closed for Best Respected 2012

Voting has now closed for our Best respected, look out for the results in our newsletter in the next few weeks.

Adam Faulkner– Founding Director and Owner, Sabio

• “Adam and the team at Sabio work continually to help organisations make the most of their contact centre technology.”
• “He’s always focused on unlocking the savings that will help customers take their infrastructure to the next level.”

Alistair McMillan – Centre Manager, RAC

• Alistair is simply an exceptional contact centre manager and line manager.”
• “He is forward thinking, proactive, in touch with customers’ needs and adapts his business area as/when necessary to ensure the highest level of satisfaction.”
• “Alistair demands the highest level of commitment from his direct reports and in return, he is enormously supportive.”

Anne Marie Forsyth – Chief Executive, CCA

• “Under Ann-Marie’s watch the CCA has done a lot to help drive professional standards in the industry.”

Ann-Marie Stagg – Chair of the Call Centre Management Association (UK),Vice President of the European Confederation of Contact Centre Organisations and Head of Direct sales, Co-operative Bank.

• “Ann-Marie is an enthusiastic ambassador for the UK call centre industry speaking at conferences and events in the US, Middle East and across Europe (recently including a trip to Moscow). She does all of this in her own time as she also works full time in the UK call centre industry as an operational call centre leader.”
• “Ann-Marie is a much sought after personal mentor and spends a lot of energy helping others to develop their career.”

Ashley Bryant – Head of Customer Services, Elevate East London.

• She impresses and amazes me with her energy and enthusiasm for improving the service she runs.  She is someone I respect enormously, both for the quality of the work she delivers, and the way she achieves it.”
• “She has the most positive, can-do attitude of anyone I’ve ever worked with, with no problem being insurmountable.  She has an ability to juggle a seemingly endless list of requirements, tasks, challenges and objectives; her attitude to her job, her team and the customers she serves makes her a true role model.”

Bridget Trask – General Manager, Convergys.

• Her vision of the Customer Service function has made a difference in the way the company help other companies satisfied their customers.”
  

  Carolyn Blunt

Carolyn Blunt – MD, Real Results Training Ltd.

• “She shares her operational insight with large audiences on a regular basis and she knows her stuff!”

Christine Nunn – Operations Manager, Customer Support Office.

• “Christine is very approachable and is open to any suggestions / ideas from staff. She is warm and friendly and often takes herself onto the department floor to see how the staff are doing – she takes a personal interest in all her staff and Team Leaders, she is part of the team from the bottom to the top!”
• “She is a very approachable Manager, always smiling and pleasant.”
  

  Claudia Thorpe

Claudia (Hathway) Thorpe – Editorial Director, UBM.

• “She has developed a great weekly roundup newsletter for the common good.”
• “Claudia is always trying to drive the industry forward, her passion for great customer service is never ending and her desire to see improvement is unwavering. Her editorial content constantly challenges the industry to do better.”
• “Claudia has done a great job reporting on the contact centre industry over the years.”
  

  Colin Whelan

Colin Whelan – Head of Professionalism, Professional Planning Forum.

• “Since I have known Colin he has always looked to share best practice and help the industry to move forward, firstly in his operational roles, and lately with the Planning Forum. He has constantly strived to professionalise the industry and helped numerous of my peers and myself move Planning and MI from fringe departments to integral cogs in business decisions.  This year the Planning Forum have launched the first accredited course and the work that the team and Colin have done in getting to this stage was phenomenal.”
• “Colin’s passion for his work and the industry is inspiring! He makes us all feel like we’re working in an industry that can do good and he does it with a little bit of Rock and Roll!”

Dave Appleby – Workforce Planner/MI Specialist, Betclic.

• “Dave has an EXCELLENT level of knowledge of contact centre metrics, principles, disciplines, methodologies and technology.  But more than this – I have never worked with an individual so happy to help other (both within the company we work for and on the online forums, face to face etc.).  Although he goes about it in a quite manner he well and truly is one of the biggest ‘movers and shakers’ of our industry and his dedication to sharing knowledge and helping others out is inspirational. I am sure that through his advice, support and sharing of information he has helped COUNTLESS individuals and businesses.”
• “If the world had more Dave’s we would have advanced much further than we have so far!”
• “Dave continues to demonstrate both the utmost dedication to the industry and a phenomenal amount of knowledge.  His willingness to help and advise, even over corporate boundaries is a wonderful attribute.”
  

  David Walsh

David Walsh – General Manager, Contact Centres, Motability Operations Limited.

• “He has year on year driven levels of customer satisfaction and improved the culture within our centre.”
  “David’s passion is people, whether that be our customers or our staff. Over the years he has consistently looked at ways in which we can improve on both fronts.”
• “David is great at seeing opportunities to improve and will always use the staffs input to make sure this is done in an inclusive manner and no good points are missed.”
  

  Gene Reynolds

Gene Reynolds – Managing Director, GPR Consulting.

• “Gene was a great help in advising on our installation of a new contact centre system last year.  His knowledge and enthusiasm were a joy to work with.”
• “This is the first time I have worked with Gene and his knowledge and experience was invaluable in helping the client transform their business.”
  

  Greg Burton

Greg Burton – Consulting System Engineer, Contact Centre Voice Engineering, Cisco Systems.

• “He possesses technical, functional, and operational knowledge that no other contact centre resource has.  He helps my clients prepare multiyear migration strategies even after a new equipment purchase or migration.  Or even if I want to keep a non-Cisco asset in use.  He has been a very close and trusted advisor and business partner for so many of my clients.”
• “A true thought leader and routine out-of-the -box thinker.”
  

  Guy Fielding

Guy Fielding – Research and Innovation Director, Horizon2.

• “Guy is inspirational.  His scientific, customer focused approach to customer management, together with his ability to challenge perceived wisdom and widely accepted practices both constructively and based on fact is unique.”
  

  Helen Ellis

Helen Ellis – Customer Experience Director, Photobox.

• “Simply because she is the best manager that I have worked for. She takes everything in her stride, works well with everyone that I know and allows us to take full responsibility and make our own decisions which she fully supports.”
• “Regardless of how intense situations get (and we do get some unhappy customer’s at times) she is always smiling, friendly and willing to lend a hand wherever she can. I just don’t understand how she is able to manage all that she does at work as well as uphold her hobbies and her family. She is truly respected by everyone at Photobox and more so everyone within our department.”
  

  Ian Aitchison

Ian Aitchison – CEO, COPC Asia Pacific Inc.

• “He has provided an insight into the industry best practices & share some thoughts as to what we should be doing best. He has been supporting our organization even during some challenging times. Thanks, Ian, for the great support.”
  

  Jag Tucker

Jag Tucker – VP Global Customer Service Operations, SHL Group Ltd.

• “Jag has been in the industry for 15 years and in that time has a solid reputation that is second to none. He is an all rounder within the contact centre and can deal with any aspect of operations, sales, training, finance, recruitment to name a few. He is well respected throughout the industry and is a Judge on a number of customer service awards. He has a passion for success and is a true leader and motivator of people.”

Jamie Walker – Facilities Co-Ordinator, Firstsource Solutions.

• “I love this gent, such a hard worker.”
  

  John Casey

John Casey – Operations Director, Professional Planning Forum.

• “John is a really nice chap.  Very knowledgeable and well respected by the people that he meets.”
  

  John Connolly

John Connolly – Head of Innovation, British Gas.

• “What John has been able to achieve is amazing.”
• “I have seen him speak on a number of occasions and have been very impressed.  While a lot of people can talk a good story, John has been there and tried it.”

Jon Snow – Editor, Call Centre Clinic.

• “I regularly read Jon Snow’s weekly news wire and from time to time find some useful information.”
  

  Jonty Pearce

Jonty Pearce – Editor, Call Centre Helper.

• “He has a real interest in this sector & appetite to help share best practice – not just sell tickets for events or dinners!”
• “Jonty manages for me the most influential, helpful and supportive organisation for the UK Call Centre Industry.”
• “He has contributed immensely to the development of call centre.”

Modesty does not normally allow us to include Jonty Pearce in the voting, but he has received a number of independent nominations.  We have included him in the voting, but have in introduced a rule that he may not appear in the Top 10.

Judith Taylor – Head of Site, npower.

• “Inspirational leader with a vast knowledge of the contact centre industry, excellent focus on strategic plans and vision, is passionate not only for business results but also that of her staff.”
• “Always approachable to all, motivates everyone to want to do their best.”

Julie Gowland – Head of Operations, Ai Claims Solutions.

• “Contact centres are all about people and Julie is a real manager of people who has an inspirational effect on the contact centre.”
• “Julie’s management style and leadership approach, combined with a wide breadth of experience provides a supportive environment which both delivers results and develops people.”
• “As a direct result of her work and commitment Ai has won North West Call Centre of the year for the last two years running.”

Julie Rogers – Customer Services Strategic Manager, Ashford Borough Council.

• “Julie is an inspiration to all of her staff and anyone who meets her.  She is very professional and set up the Authorities call centre and contact centres including moving the face to face service into the new Ashford Gateway Plus.”
• “Julie is continuously looking at ways to improve service and also shifting to cheaper channels.”
  

  Julie Taylor

Julie Taylor – Head of Operations, Barclaycard Western Europe.

• “Julie has the rare ability of balancing operational requirements with an acute awareness of human needs. As a Manager Julie truly leads her team but does it almost invisibly which in my experience means she obtains a greater level of commitment, allegiance and motivation from those around her.”
  

  Karen Barker

Karen Barker – Vice President of Customer Care & Risk Management, eHarmony.

• “She is terrific and incredibly good at what she does. I have not met a more skilled and dynamic individual in the field of customer service. She is very deserving of my respect as well as the respect of all others who interact with her.”
  

  Keith Gait

Keith Gait -COO, NHS Direct.

• “Keith has built his career on solid achievement within the industry.  He constantly seeks to challenge that knowledge and consolidate his experience to improve front line performance, customer experience and through this the image of our industry.  He is not afraid to pioneer new ideas and approaches to do so.  In doing so he engages comprehensively with the front line to ensure he has a fully rounded perspective and wins their support to underpin success.”
• “An outstanding leader able to engage people to drive real improvements”
  

  Ken Hitchen

Ken Hitchen – Founding Director and Owner, Sabio.

• “Ken has been instrumental in building up Sabio’s reputation as a contact centre integration specialist. His in depth industry experience is helping organisations deliver excellent customer service through the use of technology, processes, people and overall strategy.”
• “Ken is always in the know – He works hard to keep our industry clean and respected and provides guidance to companies and individuals on how to improve their service offering and challenges the behaviour and strategy of companies around their customer strategy – Often what Ken challenges is nothing to do with the services Sabio provide.”
  

  Kevin Ellis

Kevin Ellis –  Sales Director,  CallScripter.

• “Trustworthy knowledgeable great presenter with excellent technical skill. He delivers on his promises and his customers like and respect him.”
• “A great asset to the Industry.”

Liz Pearson – Deputy General Manager, Firstsource.

• “Liz is an inspirational leader of people and a superb manager of operations. She uses sound reasoning to make tough decisions and takes responsibility for consequences. She is a truly exceptional coach and an amazing manager.”

Marian Kostecki – Management Consultant, SGS.

• “He has lectured and influenced best practice in contact centre management in the UK, USA and Europe. He is the main architect of the EN15838 Quality Standard used by more EU contact centres than any other Standard. He has written several amazing books on contact centre techniques and lectured at leading North American Universities on Customer Service. A man of huge repute, gravitas and intellect who has never sought out the recognition he really deserves. A real father of the industry.”

Martin Hill-Wilson – Customer Service Strategist, Brainfood Consulting

 

• At the fore front of the customer service industry, insightful and dynamic source of information.”

Michael Allen – Practice Leader, Right First Time Contact Centre.

• “He is very well known and respected within the industry.”
• “Mike is one of the industry’s most genuine and honest representatives.  His understanding of sector trends, new technologies, future practices and customer behaviour is second to none.  Despite offering a great product Mike has never let that stand in the way of offering advice and guidance on alternative solutions to call centre problems.”
• “He is always happy to share his vast knowledge, experience and connections to help others inside and outside the industry.”
• “ It is a breath of fresh air in the current economic climate to have someone who is willing to impart their knowledge, understanding and ideology.  Truly an industry leader.”

Michael Greenlee – Lead Unified Communications Architect and Lync Most Valuable Professional (MVP), Clarity Consulting.

• “Michael is a Microsoft MVP for Lync, out of only a handful of Lync MVPs devoted strictly to Lync development. He was the lead developer responsible for the development of Clarity Connect, a Lync native call centre solution. The solution utilizes Microsoft Lync to allow call centre admins to easily and quickly install, manage and maintain the call centre.”
• “He is an expert on Unified Communications Managed API and has co-authored Professional Unified Communications Development with Microsoft Lync Server 2010 for John Wiley & Sons.”
  

  Michael McKinlay

Michael McKinlay – CEO, Sytel Limited.

• “Long term work to secure a sustainable outbound industry in the UK, the US and worldwide, and to promote best practices.”

Mike Andrews – Head of WFO Practise, Sabio.

• “Mike has always tried to ensure that Thames Water is getting the best out of any products or services we have purchased from Sabio.  He also puts in tremendous effort to share best practise and drive forward the contact centre industry and specifically the planning function.”

Mike Havard – Director, Ember Services.

• “Mike is well respected in the industry.  He is a strategic thinker and is well liked.”

Milind Godbole – President, Asia Pacific, Aditya Birla Minacs.

• “Milind (popularly known as ‘MG’) brings 20 years of rich and varied experience having driven excellence in strategy and service delivery, while managing complex and large scale operations in IT, mobile telephony and BPO.”
• “Milind is responsible for executing business strategy and directing the overall performance and growth of our organization in the Asia-Pacific region.”

Neil Perring – Managing Director, Inter-act.

• “Neil has spent almost 30 years at the forefront of the call centre industry pioneering many aspects, offering true intellectual leadership and demonstrating amazing loyalty to the people that have worked with him and for him, including many of are now recognised industry leaders in their own right.”
• “He commands respect from colleagues, clients, competitors, consultants and commentators alike.”
  

  Neville Upton

Neville Upton – CEO, The Listening Company, now part of Serco.

• “We were on a forum panel many years ago at CM Insight and he does think outside the box (a little cliché) but very true with Neville.”

Nick Lane – Director of Strategy & Planning, Everything Everywhere.

• “Nick is very much respected by all that come into contact with him, his drive and determination to get the best out of his employees is enviable. He believes in his people and pushes them to their absolute best, and gives valuable time to support and coach not only his direct reports but everyone who needs it.”
• “Nick leads by example and not only drives strategic high level plans, he gets involved with detail leaving no stone unturned! A truly inspirational leader that a lot of others could learn a thing or two from! I miss working for him!”
• “The passion they exude and belief in planning is second to none in the industry.  Always willing to share views and advise when you are not sure.  A true champion of the industry.”
  

  Paul Cooper

Paul Cooper – Director, Customer Plus.

“I have seen Paul speak on a number of occasions.  He brings with him a huge amount of energy and a simple clarity around what needs to be done.”

Paul Dempster – Manager, Financial Services Sector.

• “Paul is simply an inspiring individual who places the customer at the centre of his work. His excitement for customer excellence is infectious. He understands people and the need to provide a work ethic that encourages all members of a team to flourish.”
• “We knew him as a champion of the customer – his dedication and real hands on insight meant we provided high quality customer engagement.”
• “Paul has the admirable ethos of always putting the customer first, and devises ways of ensuring his staff are empowered to serve the needs of the customer whilst maximising the profitability of the business.”
  

  Paul Smedley

Paul Smedley – Director/owner, Professional Planning Forum.

• “I would not hesitate to hold him up as the optimum planning guru.”
• “Their benchmark info is second to none and they are now delivering training to degree level for the first time ever.  He is still as approachable as he was in the beginning of this time and has built up a very professional team behind him.”
  

  Paul White

Paul White – CEO, mplsystems and mplcontact.

• “Paul has spent 20 years working in and around the contact centre and CRM industry, advising and designing innovative solutions.He was the founding CEO of BT Contact Central, which, over 4 years, grew into a global business. As CEO of mplsystems he has pioneered a unique approach to contact centres.”
  

  Peter Massey

Peter Massey – Founder and Managing Director, Budd UK Ltd.

• “His work and passion is infectious and I truly think he deserves acknowledgement for all he has done and will continue to do.”
• “Peter is single handily the most customer focused man I have ever met.  He has a real desire to bring about change in the customer service industry and has a very real passion for what he does.”

Peter Winslow – Chief Executive, BGL group.

• “Peter has been instrumental in helping with the country getting back on track by managing to keep staff and employ new staff reaching local news at a difficult economic time. He managed to be very successful recently getting a MBE award  . He is inspirational to all staff even admin staff like myself!”

Raj Wadhwani – President, Contact Center World.

“Raj has created the first global contact centre awards programme.”

Rashida Sader – Financial and Planning Director, Direct Axis.

• “Even with her high profile position and I am a specialist, whenever I need to consult her with business decisions, she never forgets to thank me for a job well done. In a large Call Centre environment like ours, it is easily forgotten.”
  

  Richard Snow

Richard Snow – VP and Research Director, Ventana Research.

• “Richard knows a great deal about the key players in the market.  This is coupled with a very dry sense of humour.”

Rob Wilkinson – Director, Call Centre Connect.

• “Rob has opened my eyes to a new way of recruiting- An easy campaign that has been an excellent addition to our process.”

• “Rob is determined to improve the experience for customers and for agents and is tireless in finding inventive ways to recruit and develop agents and then match them to companies. His energy and positivity are inspiring!”

Roy Holmes – Sales Account Manager, Vocalcom.

• “Roy has been in the Contact Centre and Telephony arena for many years. His early days with IBM and then Aspect, Noble and now Vocalcom, has meant he has seen and influenced the development of the Contact Centre, worldwide.”

Sandeep Soni – President, Hero BPO.

• “Mark of excellence for lowest production cost in entire contact centre industries in India.”
• “Creates Job opportunities for multi skill people for India and abroad.”

Sally Knight – Contact Centre Manager, Action Claims.

• “Very knowledgeable on all aspects of contact centre management. Passionate about her job and a great motivator.”

Sam Collins – Director and Editor, OneWeek Media Limited.

• “Over 6 years Sam has risen from a junior researcher to being the editor of both Contact Centre Business Daily and OneWeek in UK Contact Centres. Sam researches, edits and publishes both digital publications and is now a respected authority on the sector, with longstanding relationships with all the major players on both the operational and vendor sides of the industry.”
  

  Sandra Busby

Sandra Busby – Managing Director, Welsh Contact Centre Forum.

• “Sandra is the best advocate for the contact centre industry in Wales, her knowledge of the industry is second to none. Sharing of Best Practice is business as normal. “
• “Sandra’s energy and enthusiasm for the contact centre industry in Wales has helped create careers for thousands and economic growth for a country desperately in need of it.”
  

  Sean Canning

Sean Canning – Head of Customer Management, Europe & North America at Firstsource Solutions Limited.

• “He is an inspirational man, a true leader and can lead companies during the good and the challenging times.”
• “Through my 6 years of working at Firstsource Solutions Limited, Sean has always been the guiding light, he provides direction to all & has always made himself approachable to any staff. Sean sets the example for all staff by setting the example & proving that through dedication anything is possible if you set your mind to it.”
• “He always seems genuinely interested in individuals and has a positive attitude. He is extremely articulate as a company spokesperson and acts as an advocate for the customer service sector, combining credibility and knowledge of the industry with gravitas, while at the same time, retaining a sense of reality.”

Simon Roncoroni – Owner, Simon Roncoroni Consulting.

• “Simon is a seasoned campaigner in the customer space.  I first saw him speak over 20 years ago.  He impressed me then and has continued to impress me since.”

Simon Thorpe – Head of Customer Management, UBM Live.

• “Simon has also given many things back to the industry. He was instrumental in developing the Directors Club Dinners, which started a trend for these types of events, which continue to thrive.”
• “I believe that Simon Thorpe is one of the key faces and voices in the customer service and contact centre industry and has been for many years.”
• “Simon is excellent at what he does.  He has been instrumental in driving forward a number of key initiatives in the contact centre industry for UBM and deserves great recognition for the success he has achieved along the way.”
  

  Stephen Peattie

Stephen Peattie – Managing Director, Kinetic.

• “All round knowledge. Absolutely nothing he doesn’t know about the industry and commands respect anywhere he goes.”

Steve McSherry – Director, Stressonhold.

• “Steve has worked in the Contact Centre market for over twenty years and is now the driving force behind the creation of a company focused on dealing with the individual stress of workers in the contact centre industry, his vision is something that I believe the market should share and in time with his enthusiasm I believe it will.”
• “The work he has done helped us proactively improve the way our centre works and the wellbeing of our staff.”

Steve Morrell – Managing Partner, Contact Babel.

• “Steve does a really great job in supplying key information on the contact centre industry.  He’s done it for years so it’s an easy way to track trends.”

Sue Marshall – Sales and Marketing Director, Respondez.

• “She is enormously energetic, very creative and a highly experienced sales manager.”
• “Sue has a wealth of knowledge and experience across the contact centre world. She is passionate about customer service and believes that it starts with the recruitment of positive and motivated teams.”

The Front Line Agent – Call Centre Agent, Anywhere at Anytime.

• “These people, the unnamed multitude, deserve the highest respect for their selfless devotion and unbending desire to please the customer. They represent what we all aspire to achieve, friendliness amidst the professional purpose of their task.”
  

  Tracey Harle

Tracey Harle – Quality Insight and Service Manager, Barclaycard.

• “Her belief in customer experience and working as a team with the operations has seen the introduction of new processes putting the customer experience first.”

Varry McMenemy – Managing Director, Bellcom Worldwide and President, Glasgow Chamber of Commerce.

• “Varry is the consummate professional; she is known for her hard work and her integrity.  Varry is relentless in driving results and excellence within her team.  She is passionate about her people and has developed a culture where the Bellcom Worldwide Community is at its core.”
• “She has not only seen potential in countless individuals but also taken the time to develop people at all levels of our business.  Varry has a knack for getting the very best out of people and believing in them when. Whilst being an incredibly busy woman in business, she still somehow manages to employ an open door policy in the office.”

Zeelia Fourie – Operations Manager, Smollan Contact Centre.

• “She most definitely raised the bar in terms of service delivery in our call centre and is most definitely an asset.”
• “A very hardworking, understanding manager who knows her systems and clients very well as well as her staff.  She has 120 staff reporting to her with 50 clients and 8 systems, which she knows inside out.”