Supplementary Information Team Profiles – CM Insight

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Supplementary InformationTeam Profiles – CM Insight

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A snapshot of CM Insight

A leading specialist, award winning customer management consultancy, working with many of the worlds leading brands and major public sector

bodies on their transformation plans and developments.

A leading specialist, award winning customer management consultancy, working with many of the worlds leading brands and major public sector

bodies on their transformation plans and developments.

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Thought-leading ‘White Papers’ from CM Insight

1. The Contact Centre Industry – a major study for the DTI

2. Managing What Matters – measuring and managing customer experience in the modern contact centre

3. Contracting for Customers

4. Offshore Performance Management and the Customer Experience

5. The Truth about Contact Centre Performance - Mass Production versus Mass Customisation (research undertaking with Aston University Business School)

6. The Truth about Staff Attrition and Absenteeism (research undertaking with Aston University Business School)

7. Outsourcing Price Benchmarking Study

8. The Call for India

9. Seizing the Offshore Opportunity

10. Death of the Cold Call

11. …and others

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Belinda Haden Consultant and Knowledge Manager

• Belinda joined CM Insight in 2003. In addition to her hands-on consultancy role, she leads the company’s programme for quality and specialises in research and analysis of key developments in the contact centre markets. Belinda has authored several white papers, including the UK Contact Centre Industry study for the DTI (offshore section) and several client-driven papers on contact centre industry issues and developments ranging from technology and contact legislation to offshore markets.

• Prior to joining CM Insight, Belinda delivered a year-long project within 6 months in the Philippines’ largest shipping company. This involved completely re-designing the channel delivery model, implementing self-serve and SMS ticketing, re-training the agents and overhauling processes, KPIs and technology support. Belinda implemented key changes to technology, training and processes to increase passenger sales and cargo bookings while significantly reducing costs.

• Belinda has extensive experience in contact centre build, management and consultancy - with early experience of offshore call centres (since 1998), having project managed the build and operation of call centres in India, West Africa, UAE and Hungary as well as in several UK locations.

• Subsequent to her global experience, Belinda established and managed a major UK technology supplier’s contact centre with the dual aim of testing the company’s call centre technology, and managing a team of telemarketing agents to provide leads for both direct and indirect sales channels. This role also involved procuring outsourced call centres for international foreign-language campaigns.

• Belinda has an BA(Hons) in Econometrics and French from the University of Kent at Canterbury, and a License des Sciences Economiques from the University of Grenoble, France. Belinda Haden

Knowledge Manager and Specialist

Consultant