The Global Association for Contact Center Best Practices & Networking

September 7, 2010 -- ProtoCall One, the contact centre consultancy and systems integrator has made several significant hires so far in 2010 as it prepares for rapid expansion.

Hires included Mike Havard, who joined as a non executive board director in May 2010. Mike is recognised as a leading thinker and practitioner in customer management having founded and run CM Insight, the customer management consultancy. CM Insight formed the basis of Verint Consulting after its sale to Verint in 2006. Before founding CM Insight, Mike held a series of senior strategic and operational roles at Sitel and BT.

Mike is an accomplished conference speaker and the author of several books and white papers on a range of outsourcing and customer management issues. Because of his experience and knowledge of global markets he is frequently called upon by commercial organisations, government departments and national inward investment bodies to advise on their customer management strategies and industry development plans.

Mike is also a special advisor and standards board member of the Call Centre Association (CCA), an advisor and lecturer for the Institute of Direct Marketing and sits on the editorial board of several industry publications.

ProtoCall One also hired another contact centre luminary Paul Weald in June 2010. Paul Weald holds a new post of strategy director of ProtoCall Ones customer innovations practice and is charged with developing consultancy propositions for contact centres.

Paul Weald founded independent contact centre consultancy RXP in 2003 and turned it into a stellar contact centre consultancy practice which he sold in late 2008 to The Panther Group. After seven successful years advising the industry he is now looking forward to building new services and technology solutions for ProtoCall Ones customers.

ProtoCall One also hired Mike Boyle as head of service delivery in January 2010 to head a team of service delivery and support personnel. Mike brings a wealth of international experience in the design, development, implementation and support of customer contact business solutions. Mike has held senior posts at BT Syntegra, CMG (now Logica), Graham Technology (now Sword Ciboodle), Avaya Platinum Partner CCT and contact centre systems integrator Datapoint.

At the beginning of the year ProtoCall One also hired a highly experienced head of marketing - Rob Sherwin. Rob previously held senior marketing positions at Datapoint, Cisco Systems as well as the position of global marketing director of Nortel Networks (EMEA) for five years. His career in technology marketing has spanned more than 20 years.

ProtoCall One has also strengthened its service delivery and support teams with several other hires in the last six months.

Faraz Khan, managing director, ProtoCall One commented on the headcount increase:
You can tell from the seniority and expertise of the people we have so far hired this year that we are very serious about growing ProtoCall One over the next few years. These hires are specifically aimed at expanding our customer offerings and deepening our service delivery and support capabilities. With all these new people we are now well placed for very positive future growth.

Posted by Veronica Silva Cusi, news correspondent
Source: http://www.prfire.co.uk

About Protocall One:
ProtoCall One is a leading consultancy and systems integrator specialising in Virtual Contact Centres and Workforce Optimisation solutions enabling Genesys and non-Genesys contact centre operators to deliver excellence in customer service. We assist businesses from all business sectors to improve how they connect with their customers across multiple contact channels, increase customer loyalty and revenue, reduce operating costs and improve employee satisfaction. ProtoCall One has experience of more than forty major Genesys implementations and is widely recognised as one of the most experienced Genesys consultancy & support organisations globally.