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Advisory Council Profiles

Advisory Council for Contact Centre and Assessor Certification.


Michael Clark

Australia
Michael has worked in leadership roles across financial services and Government with significant experience with transformational projects focussing on people, process and technology.

Michael has a passion for customer service, and his teams have won industry awards and accreditation, including the 2014 Best Government Contact Centre Award.

Michael currently leads a multi-site operation at the Fair Work Ombudsman assisting Australian businesses and their employees understand their workplace relations entitlements and obligations, leading over 200 customer service and technical staff. Some recent projects have seen Michael lead the implementation of multi-channel technologies, an online self-service portal and an organisation-wide Customer Experience Strategy.

Apart from his day job, Michael is also a husband and father of 4 sons, is an ambassador for White Ribbon Australia and is actively involved with his local junior rugby club.

Darlene Richard

Australia
A no nonsense consultant who's managed or consulted with over 50 companies in a dozen countries. Specialises in solving business problems / improving results with customer interactions by non face-to-face tools.

Published author with McGraw Hill - Customer Response Management Handbook - also translated into Chinese and Spanish (now being edited for a second edition). Writes for a variety of business blogs (Snapshotz Online, SourceTech 411, etc.); and creates and facilitates targeted training programs concerning corporate politics, loyalty and customer service and sales by non face-to-face media.

Colin Taylor

Canada
Ever since answering his first customer call some 35 years ago for a Toronto-based service agency, Colin has blazed a trail of innovation and success through the Customer Interaction industry.

As President and CEO of Watts Communications, from 1994 to 2003, he spearheaded an aggressive expansion strategy that increased company revenues by a staggering 800%!

This expansion strategy included the opening of six new offices within North America and three in Australia. A mere six months after opening the Sydney office, the company was rated #1 Customer Service Contact Center in the country, garnering the prestigious Teleperformance Grand Prix Gold Award.

Recognized as one of North America's leading contact/call center experts, Colin has received 27 Awards for Excellence in Customer Contact Center Management.

A founder and past chairman of the Call Center Counsel, Colin is also a past Director of the CMA. He is an author and a frequent speaker on customer service, CRM, contact centers, privacy, direct marketing and team building. Colin has provided advisory services to hundreds of companies, organizations and governments and presently sits on a number of advisory panels.

Mike Mi

China
Principal - Academy of Contact Center & BPO (ACCB)

Founder - China Call Center & CRM Association (CNCCA)

Founder - Asia Pacific Contact Center Association Leaders (APCCAL)



Mike was instrumental in the formation of the China Call Center & CRM Association, as well as a founding member of the Asia Pacific Contact Center Leadership (APCCAL) group. He also founded Academy of Contact Center & BPO, focusing on talent development, Industry research and business consulting.

Mike has worked with several multinationals possesses solid management experience with over 20 years' experience in the Telecommunications and call center & BPO industry.

Mike has rich experience in service management, project management, talent management and leadership & communication training. Mike was the initiator and the first promoter of CRM in the Call Center in China.

Today he actively promotes training and education, with a passion for Gen-Y and cross generation walking together.

Mike now teaches a leadership course for post-graduate students at the Beijing University of Aeronautics & Astronautics.

Andi Anugrah

Indonesia
Andi is a consultant and trainer, who focuses on the development of contact center and CRM solutions. He is well-trained and experienced practitioner, especially the Contact Center Management, Technology, Performance Management, Business Plan & Process Design, Telemarketing and Telesales.

Andi's career, spans several industries with a focus on Telecommunications, Information Technology and the Banking Industry.

Andi was instrumental in the establishment of the Indonesia Contact Center Association (ICCA) and the establishment of the Asia Pacific Contact Centre Association Leaders (APCCAL).

Currently appointed as Chairman of ICCA and Chairman of APCCAL. He contribute to the development and dissemination of Contact Center in Indonesia.

Andi is active as a speaker, writes and is a judge at various Contact Center Awards in the Asia Pacific region.

Prior to founding Telexindo Bizmart worked with Brandt International, Bank Danamon Indonesia, AVAYA Indonesia, Lucent Technologies, Dian Graha Elektrika, and Nusa Cipta Rancana.

He holds Masters in Management with a specialization in Marketing Management and also holds degrees in Telecommunications and Electronics Engineering. In addition, he also holds a professional certification as Design Specialist Avaya Contact Center / CRM.

Gabriel Mendez Mexico
Gabriel has an extensive background and experience in contact center consulting, operations and management. He has been working in the customer care industry for more than 15 years, serving in a variety of services and roles: management, Project development, consulting, technology solutions. He has marketed, sold and implemented IT customer interaction solutions to improve the customer experience management (CEM) for companies in diverse economic sectors (Telecom Operators, Financial, Airline, Outsourcing)

In the field of contact center certifications, since 2007, he has been certifying many contact centers according to mexican current standard versions, evaluating all aspects of a contact center i.e. strategy alignment, business performance, KPI's and Results, Social Responsibility, Operations, Human Resources, Technology and more.

He teaches in a post-graduate program (CRM and Contact Center Management) and writes about innovation and business cases in the contact center industry. His work has been published in Contact Forum magazine, México City (where he lives).

He studied Electronic Communications at Mexico's National University and holds advanced degrees in Data networks from Supélec, France and Marketing from Universidad Anáhuac, México and he is passionate talking about customer engagement evolution, business processes and customer experience.

Bart Taylor

New Zealand
Bart Taylor has been in the Financial Services & Insurance Industry for the last 26 years, working for such organisations as BNZ, Westpac, Sovereign, IAG and Allianz Global Assistance.

Bart is currently the Chief Operating Officer at Allianz Global Assistance. Bart is passionate about Leadership, Customer Experience and People Development.


Deepak Selvaratnam

New Zealand
Deepak over the past 10 years has the distinction of visiting and assessing over 1,100 contact centers globally and combines deep technical knowledge with vast operational experience. As an industry thought leader he has published over a 100 articles on customer service and is the publisher of 'Snapshotz Online Download' a monthly newsletter on customer service issues. He is also a sought after speaker and presents on a range of customer service topics including, leadership, customer experience, contact centre technology and customer service trends.

A key believer in supporting improved citizen service delivery and better government, Deepak has formulated and brought together the Public Sector Customer Services Interaction Conference now in its third year.

Deepak is the cofounder and Director of Customer Services Audit limited, the developers of Snapshotz Online Assessment and Benchmarking tool for Contact Centres. Launched in 2009 Snapshotz is being employed by contact centres across Australasia, Africa's, the Middle East, North America, Latin America and China.

Deepak possesses a MBA (Col), Member of the Chartered Institute of Marketing UK, is a certified project management professional (PMP) USA, and has certifications in retail, shipping and logistics, risk management, insurance and loss prevention.

As contribution to the industry and other social causes, Deepak currently sits on the Advisory Board of the Contact Centre Institute of New Zealand (CCiNZ) and is a committee member of China Contact Center Standards Steering Committee CC-CMM. Deepak also serves as a judge for customer service awards in several countries, recent 2015 engagements being, Indonesia, United Arab Emirates (UAE) and the UK.

Deepak also serves as a director, board / committee member on several not for profit organisations.


Debbie Webster South Africa
Debby has been in the Contact Centre, Service Management and Customer Service Industry for the last 25 years, with expertise ranging across the design, scoping, development, implementation, auditing, re-engineering, management and operational running of Contact Centres.

With a passion for the Service Industry, her aim is to drive service delivery in line with exceeding customer expectations. Regardless of whether a Contact Centre is in its infancy, a growing or existing concern, customers will demand, and expect, a high level of service and support. For this reason, Debby decided to form her consultancy - Triskel - to help companies address and resolve the deteriorating service ethics, improve service offerings to their customers and to concentrate on realistic, achievable and measurable deliverables, all of which are factors of business profitability.

She has a strong belief that in order to manage a Contact Centre optimally, you need be able to measure and benchmark the performance of your Contact Centre and she therefore provides Assessing, Auditing and Benchmarking together with the provision and implementation of recommendations for the rectification of identified gaps.
Rod is an industry veteran of 35+ years, with a number of blue-chip South African companies, national and local government agencies and parastatal bodies utilising his services. In addition, he works with numerous international organisations in countries as far afield as Botswana, Kenya, Uganda, Tanzania, Rwanda, Namibia, Ethiopia the UAE/Dubai and New Zealand.

Rod is also recognised as a prolific writer, blogger, industry analyst and an accomplished public speaker - a skill that is most useful considering he is regularly in demand to present keynotes, papers, seminars and workshops, not to mention his corporate executive and management development and mentoring. His skills are highlighted by the fact that his Contact Centre MasterClass seminar has been attended by over 3, 500 delegates in eleven different countries.

The positive manner in which he has touched on people's lives and the impact he has had upon a multitude of businesses around the world was recognised by the international contact centre community in January 2015, when some 4 000 voters awarded him third place overall in the category 'Best Respected Call Centre Specialist'. This honour formed part of the international CallCentreHelper Awards, administered by the UK's largest specialist call centre website and resource centre.

In addition to his longstanding commitment to the contact centre industry in general, Rod further demonstrates his passion for the sector by serving on the South African Bureau of Standards National Contact Centre Standards Technical Committee (TC99) and advising the SABS SANS990 Standards Review and Development sub-committee and the ISO International Standards Committee. He is also the founding chairman of The Independent Customer Contact Centre Association (ICCCA) and he has served as Chairman of the Direct Marketing Association of South Africa TeleServices Council.