As an independent consultant with over 45 years in the call centre, contact centre and customer management industry, Rod Jones is internationally recognised as a Thought Leader, Industry Analyst, Strategic Advisor and Subject Matter Expert in the extremely complex and specialised field of customer service delivery. When it comes to the strategic issues of Call Centres, Contact Centres, Customer Experience Management (Including CRM, CxM and CEM) and BPS&O (Business Process Services and Outsourcing), the professional services he offers to clients draw extensively on his wealth of experience, to provide relevant and logical solutions to this multifaceted subject. His passion for the industry extends to both in-bound and outbound calling and he thrives on assisting organisations to develop properly resourced contact centres that produce rapid, measurable results for the organisation. Jones’ knowledge of the sector enables him to achieve quantifiable results by assisting organisations to address the six key strategic objectives of effective, efficient contact centres: Cap or Reduce Operational Costs Increase Efficiencies Increase Revenues Reduce or Mitigate Business Risks Increase Customer Satisfaction Better People Management His clientele speaks for itself, with several 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. Jones is also recognised as a prolific writer, blogger, industry analyst and an accomplished public speaker 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 4 500 delegates in eleven different countries. The positive way 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.