Movers & Shakers – January 2010
In the first of our regular ‘Movers & Shakers’ feature for the year, we see new appointments at The Listening Company and Novacroft, a sell-out conference on Customer Experience, company expansions for CyberTech and ASC Telecom and achievements for Harding & Yorke and Alcatel-Lucent…
The Listening Company bolsters senior management team
Following a period of rapid growth, The Listening Company has continued to strengthen and expand its management team, further cementing its commitment to encompass the best talent from across the industry into the business.
Former England rugby star and London Wasps Captain Lawrence Dallaglio has been appointed to the role of Sales Director. The new role comes two years after Dallaglio started working with The Listening Company as their Director of Motivation, tasked with advising the business and its employees on motivational initiatives.
He will now be responsible for growing The Listening Company’s existing client relationships and securing new business, although motivating staff will still be within his remit.
Penny Loveless has joined the business as Communications Director tasked with overseeing all internal and external communication, and ensuring clients and prospects are fully aware of developments within the business.
Lawrence Dallaglio, Sales Director, The Listening Company said: “I am extremely impressed by what The Listening Company has achieved over the two years that I have been working with them. The business has an impressive client portfolio, innovative technology, outstanding financial performance and great people that I know I will continue to enjoy working with in my new role. I look forward to contributing significantly to the company’s future development.”
Pictured above from left to right: Lawrence, Penny & Neville.
Sell-out conference on Customer Experience.
A clear sign that we are pulling out of recession came with yesterday’s UK Customer experience hosted by Genesys. The event was sold-out with over 200 attendees, a clear sign that call centre people are starting to travel again.
The Summit focussed on customer experience and featured presentations by Mark Turner, Keith Pearce, Karen Hardy, Stuart Granger and Chris Hooper from Genesys.
Of particular interest were customer presentations from Steve Iles of OpenReach, Gerry Cools of Belgacom and Rosie Slater of the NSPCC.
There was clear evidence presented of an increasing use of web chat. Scottish and Southern Energy use web chat in their contact centre with an agent holding up to three simultaneous web chats. NSPCC find chat popular on their ChildLine which now accounts for 30% of all contacts.
Robert Nikiel joins Novacroft’s team
Robert Nikiel has joined the Novacroft team as Interim Manager for Operations.
Robert joins Novacroft from December 2009 on a one-year appointment, and will be working closely with the line management team, and the team as a whole, to support Novacroft’s development. Robert comes to Novacroft with a huge amount of industry and operations management experience and will be a great asset to the team.
Robert has worked effectively with Novacroft over the past few months on a consultancy basis and Novacroft was keen to employ his expertise on a longer-term contract, to run in conjunction with Novacroft’s growth and expansion. Robert will be drawing on his experience to help prepare Novacroft for planned growth in line with the long-term business vision.
Robert’s experience centres around business and technical change, along with corporate and organisational efficiencies.
Novacroft’s Managing Director Debra Charles is delighted that Robert is on board: “I’m delighted that Rob has joined Novacroft. Rob’s a people man with bags of expertise – both vital credentials in a business that’s all about harnessing team talent”.
CyberTech continues expansion strategy with new Tokyo facility
CyberTech International is opening a new facility in Tokyo to offer ‘follow-the-sun’ sales and support to the Japanese and Korean markets. The launch of CyberTech Japan confirms the company’s commitment to serving the Asian Pacific marketplace and complements the services provided by the existing Hong Kong and Singapore offices.
CyberTech Japan will provide pre- and post-sales support for global customers, partners and resellers in the region and is lead by Eric Greenberg, who joined the company in December 2009 as Sales Director for Japan and Korea.
The company have also announced record breaking results for 2009 that include a 30% increase in business and new contracts. These figures cap 24 consecutive months of growth, setting new highs for the company’s 25 years of operation whilst defying the global economic downturn. CyberTech is now the second largest supplier of recording solutions to the financial market with many high profile customers including nearly half of the world’s top 25 banks.
“Our enthusiasm for the last two years’ performance is exceeded only by our optimism for 2010 and beyond,” said Ad Ketelaars, CEO, CyberTech International.
CyberTech also opened new offices in France, Spain and Japan to complement those opened the previous year in New York, Frankfurt, Dubai, Singapore and Hong Kong. This was accompanied by a 30% increase in headcount during the same period.
ASC to Open New Branch in Dubai, UAE
ASC Telecom will open a new branch in Dubai, United Arab Emirates, on 1 February 2010, at the Dubai Silicon Oasis Authority (DSOA), headquarters building, Suite A 206-1. The local representative office will support increased Middle East business and improve sales in the region by providing superior customer support.
Viney Kapoor, Business Development Manager for ASC, was appointed to head the office. He has an extensive background in corporate sales, telecommunications and electronics and has an excellent knowledge of the region, including five years working for the largest systems integrator in Bahrain.
Marc Wildner, Sales Director International at ASC’s headquarters, said, “We have already developed many close business relationships with partners and customers in the Middle East, and our new office will improve customer contact and technical support. Viney brings a proven track record of achieving ROI profitability and client satisfaction, and we look forward to working together closely as a team for our customers.”
Harding & Yorke – Daily Telegraph success
Harding & Yorke was nominated for, and achieved, a top 15 place in The Daily Telegraph’s ‘Secrets of Success’ series.
As a result they made a short film on what they do and the value they bring to their clients. Despite taking two days to make, the actual film only takes six minutes to watch. There are a couple of ways you can view it:
This month the company also opened a new office in Johannesburg, South Africa which they are delighted about – just in time for the World Cup!
Also look out for Wednesday’s (27th Jan 2010) Guardian’s ‘Call Centre Supplement’.
Frost & Sullivan honours Alcatel-Lucent
Frost & Sullivan has named Alcatel-Lucent its EMEA Inbound Contact Routing Systems Market Penetration Leader for 2009. The award is presented each year to the company whose product innovation, marketing and sales strategies have enabled it to gain the most market share in the past two to three years.
“Alcatel-Lucent is recognised for its clear understanding of EMEA’s small- to medium-sized business (SMB) contact centre market requirements and its equally clear vision for addressing those demands,” noted Frost & Sullivan research analyst, Joe Outlaw. “The company also leverages market-leading contact centre technology from Genesys, a leader in customer service software, and a core part of the Alcatel-Lucent enterprise portfolio of which the company is commended for designing systems that are flexible, easy-to-use, and deliver lower cost of ownership – all critical SMB requirements.”
27 Jan 2010 - Filed under Archived Content
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