Business development manager for Knowledge Powered Solutions. Areas of responsibility include; inbound call centres and self service (faq's on websites/intranet search facilities). I help organisations to improve their efficiency by increasing their call resolution and offering an improved customer relationships (internal and external). Through the Universal system all customers (and / or staff) can find the solution that they are looking for. The system also allows users to call upon knowledge where ever it is without the need to put it in one place. Through use of the system, customers can also help you to identify knowledge gaps in the system and subsequent allow you to add this knowledge/intelligence. Universal can be deployed quickly so benefits can be seen immediately.