ProtoCall One appoints Mike Havard as advisor to the board

May 13, 2010 - PRLog -- •   Mike brings industry insight and experience to assist ProtoCall One towards continued growth
•   Confirmed as guest speaker on the implications of social media communication for customer management at upcoming ProtoCall One Genesys Workforce Management user group forum - 26th May, Manchester

ProtoCall One, a leading contact centre consultancy and systems integrator, has announced the appointment of Mike Havard as advisor to the board.  Mike is well respected within the contact centre industry and during the late 1990’s was the founder of strategy and operations consultancy CM Insight which quickly grew to become a recognised industry leader.  CM Insight was sold in 2006 to global customer management technology provider Verint, and Mike completed his tenure as Director of Consulting for Verint in 2008.  Prior to founding CM Insight, Mike held senior roles with Sitel, The Decisions Group and British Telecom.

Mike also currently holds other non-executive board and advisory roles in the customer management industry, as well as being an executive director for Ember Services, a customer management strategy and financial analytics consultancy.

Mike is a current and founder member of the CCA (Customer Contact Association) Standards Board, an Honourary Lifetime Fellow of the IDM (Institute of Direct Marketing), sitting on the Executive Board of the IDM Journal, as well as on the editorial boards of other industry publications.  He has authored books and many papers on customer contact strategies.

Mike will be the keynote speaker at the next ProtoCall One Genesys Workforce Management User Group forum (26th May 2010, Malmaison Hotel, Manchester) where he will be addressing delegates on how the latest developments in social media and social networking are impacting customer operations.  He will highlight key areas that customer operations teams will need to look at in order to take advantage of these developments and the impact social media will have on the contact centre industry.  For details on how to register for the event, please visit http://www.pc-1.co.uk/events/

Faraz Khan, managing director, ProtoCall One, commented:
“We are delighted to welcome Mike to the ProtoCall One team.  He is a respected leader in our industry with a track record of success in growing good businesses.  We look forward to working with Mike and to capitalise on his insight and experience to help support ProtoCall One towards continued strong growth.”

Mike Havard, advisor to the board, ProtoCall One, commented:
“I am looking forward to contributing to the success of ProtoCall One.  The business has a great reputation within the industry for innovation and solid delivery, and is a clear leader for specialist Genesys integration expertise. As importantly, the team are all bright, committed, ambitious and stimulating individuals to work with and this means a lot to me. I welcome the opportunity to help the business on its growth path.”

About ProtoCall One:
ProtoCall One is a leading contact centre consultancy and systems integrator specialising in multi-channel communications, workforce optimisation and decision management solutions. ProtoCall One is the UK’s leading Genesys contact centre software integration player with more than forty major Genesys implementations. The company assists contact centre operators 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 delivers its solutions via strategic partnerships with Genesys, QlikTech, Alcatel-Lucent, OpenWave and Empirix. The company supports global customers from its offices in Buckinghamshire, UK and Sydney, Australia. For more information please go to www.pc-1.co.uk

ProtoCall One sales enquiries:
Jason Sparks, Commercial Director, ProtoCall One
Tel: +44 (0)7966 076585.  Email: jsparks@pc-1.co.uk

ProtoCall One marketing enquiries:
Rob Sherwin. Head of Marketing, ProtoCall One
Tel: +44 (0) 07765 231023.  Email: rsherwin@pc-1.co.uk

ProtoCall One media enquiries:
Miles Clayton or Simon Bennett, Agility PR Limited
Tel: +44 (0) 1992 587439. Email: miles@agilitypr.co.uk

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ProtoCall One is a leading contact centre consultancy and systems integrator specialising in multi-channel communications, workforce optimisation and decision management. ProtoCall One is the UK’s leading Genesys contact centre software integrator.