An explosion in customer engagement through social media need not cause a headache

As customer engagement through social media becomes the norm in customer service, logistical issues of handling volumes of conversations can become a challenge. This is especially true if it builds quickly. The immediacy of social media and the customer service expectations of many markets create a demand for ‘instant response’ as the required standard of customer engagement. […]

An Ideal Business Manager

As Divisional Business Manager at Ideal Health Consultants I had responsibility for business development and sales delivery of IT-enabled change consultancy services and contract staffing assignments. Our client base extended to all aspects of the NHS, from major acute sector Trusts, through community and mental health to primary care and CCGs. Clients included United Lincolnshire, […]

Found by TeleTracking

TeleTracking Technologies Inc. is a privately owned, US-based developer of workflow automation software and technology for hospitals. Recruited as Regional Director – UK, I reported to the company President and sold their patient flow, capacity management and real time locating systems into the acute sector.  Responsible for new business development sales as well as customer […]

Plain on the tin, complex underneath

Recruited as Head of Sales & Marketing at clinical decision support software developer, Plain Healthcare in 2005. Promoted to Board after less than 2 years. Left when business sold to Advanced Health and Care at the end of 2013. Clinical decision support content at heart of products was NICE-accredited and contained over 1 million words. […]

Custometrix: freelance consultant, interim director/manager

An independent consultancy, Custometrix Ltd supplied marketing, sales, CRM and inside sales consultancy services, as well as interim management. Between 2000 and 2005, it had numerous clients including:   INTERIM MANAGEMENT Caribaya Inc. was a multi-media contact centre based in Barbados. As interim CEO, my role was to get it operational, train the staff, acquire first clients […]

Building a Call Centre for NextCall Telecom

NextCall was an early-mover in the telecoms wholesale market, reselling services from BT & Energis. They had initially outsourced all of their direct sales, provisioning and customer service work. They became dissatisfied with the service their main call centre provider gave them but loved what Heroes of Telemark provided. We were resolving customer service issues, mainly. So […]