• Leading and managing change management
• Mentoring all levels of staff
• Performance management
• Project management and process design
• Organisation and structure
• Resourcing and capacity planning
• Quality assurance and Best Practice implementation
• Inbound and outbound expertise in the financial, telecoms, utilities, insurance & retail sectors in both C2B & B2B

Peter Murley
Partner Consultant
UK

Peter is a highly experienced, successful and commercially-focused senior executive with a proven track record in the design of new and transformational business and customer service strategies, taking key lead roles to help clients exceed expectations.

The end-to-end nature of his competencies and experience include HR, Training & Development, Efficiency, Processes, Systems, Technology, Resourcing, Customer Involvement, C-Sat, E-Sat, Quality Management (Improvement programmes, Accreditations, Work Monitoring and Feedback), Programme Management, Fulfilment, Analytics, Business Modelling (including cost to serve, forecasting and end-to-end business models), Operational Audits/’Due Diligence’, Radical Change Management, Transformation, Telemarketing/Telesales and Customer-Facing Systems (Billing and CRM) for the Consumer, Small Business and Corporate markets in both the private and public sectors.

Peter has considerable experience in the strategic direction and establishment of “greenfields” centres of service excellence together with the delivery of line, operational management within established businesses which need to become more customer-centric always working in close partnerships with colleague functions to add value and meaning to the product proposition.

He has undertaken various roles, including IT, HR, Customer Service, Marketing Communications, Operations and Programme/Project Management as Permanent Director, Interim Manager and Consultant, working with a number of high-profile organisations in the UK, Europe, Middle East, USA, Hong Kong and Singapore. Peter’s key areas of expertise include:

• Customer experience management
•  Operations management
• Strategy
• HR
• Transformation and change management
• Due Diligence/Operational Audits

 

 

Graham Walton
Partner Consultant
UK

Graham has worked in the Contact Centre industry for over 20 years. He has helped advance the industry and currently a judge for the North East Contact Centre Awards. Graham has previously held several senior Contact Centre positions and has successfully operated a number of call centres. He has been successful in the operational design of several centres including setting them. Graham has been involved in the implementation of integrated CRM solutions and the development of customer care and access channel strategies. He has been responsible for managing change programmes that help redesign the way services are delivered and channels used. Graham has the following core areas of competencies:

• Operational design
• Team leadership and motivation
• Change management
• Project management (PRINCE 2)
• SAP implementation

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