Paul has nearly 25 years of contact centre management consulting experience; built upon a marketing and direct marketing background.
This has involved working on and directing assignments with major global brands and government departments both nationally and internationally. Frequently this has been developing and evolving their digital contact strategies, outsourcing arrangements and contact centre performance and efficiencies.
Paul works across the range of Ember Solution areas and enjoys leading client projects that involve support from across the internal team.
Something to be proud of:
Paul has worked with our mobile phone client over several years where we helped transform their 3000+ seat customer management operation to become a triple award winning centre with ‘Customer Service’ and ‘EServices’ awards, while more than doubling their NPS score.