BrightContact, a Dutch Contact Centre consulting firm, has expanded its operation to the UK. With the addition of five Directors, all highly experienced within the Contact Centre industry across EMEA and East Asia, BrightContact is now able to support customers in transition and transformational Contact Centre projects across EMEA, regardless of scale and strategy. To lead the UK operation, Mick Turnbull is brought on board, in the role of Managing Director for BrightContact UK and brings over 20 years of experience in the industry. Peter Williams, Phil Harvey, Paul Symes and Paul Hodkin, all based in the UK as Directors, are now also at the heart of BrightContact UK currently delivering into a large Government customer. This builds on the existing successes of BrightContact in the Netherlands to date such as AirBnB, HSBC, Vattenfall, Dutch Tax Office, Rabobank and other clients.
Could you all give us a short introduction to yourself?
Mick Turnbull: “I have worked in the Contact Centre domain for more than 20 years in positions ranging from the delivery of Contact Centre projects to Professional Services Management. In the past, I held Professional Services leadership positions at EMEA Director level within the leading Contact Centre vendors, Genesys and Interactive Intelligence responsible for delivery and business development. More recently, working as an independent consultant, I have taken Programme Lead and Contact Centre Product Owner roles delivering a large-scale government Contact Centre transition, optimisation and transformation programme”.
Phil Harvey: “With over 20 years’ experience, I have worked as a Contact Centre consultant and delivery specialist working on complex IT and Business change programs supporting Contact Centre solutions and business transformation. As well as working independently, I have held roles as Principal Consultant with Bluefish Communications and Senior Program Manager with Accenture, providing experience in all aspects of Contact Centres, from business, stakeholder management, operations and technical viewpoints”.
Peter Williams: “With more than 20 years’ experience in the Contact Centre and Customer Experience, I have held senior technical, sales, marketing and management roles within supplier organisations, including Ericsson and Genesys. For the last three years I have provided independent consultancy services into a major Contact Centre procurement and delivery program. This engagement has covered procurement through business consultancy, transition and transformation”.
Paul Hodkin: “I have been working in the Telecommunication and IT industry for more than 15 years. I have specialised in Omnichannel Contact Centre transformations and worked for clients such as T-Mobile, BT, O2, Bank of Ireland, Emirates Airlines, Rakbank and Dubai Islamic Bank. I have extensive project management experience, coordinating teams of multi-discipline staff on technical and commercial projects across UK&I, Turkey, Greece, Central Europe, South Africa and the Middle East”.
Paul Symes: “As a Contact Centre professional with more than 20 years of industry experience, I have held a number of senior managerial roles across operations, operational support, service management, Contact Centre delivery and transformations. In the last 10 years, I have led the integration of T-Mobile UK and Orange UK’s Genesys Contact Centre platforms, led the integration of the EE brand into the Contact Centre operating model culminating in the delivery of a 10,000 seat omni channel Contact Centre”.
BrightContact is well known in the Netherlands but new to the UK. Can you provide us with an overview
Mick: “BrightContact was established in 2010, born from a single passion, the true optimisation of contact between customers and institutions. This is why we develop, optimise and transform our client interactions with innovative customer solutions and services, regardless of the type of customer contact channel. Our consultants have broad knowledge and experience at their disposal, ranging from Contact Centre specialists, Project Managers, Business Consultants, and Contact Centre Architects, to Genesys solution engineers. We are closely working with tier 1 clients such as AirBnB, HSBC, Swisscom, Dutch Tax Office, Rabobank and others”.
Why did BrightContact decide to enter the UK consulting market?
Mick: “Based on the established footprint of BrightContact in The Netherlands, we were confident by combining our knowledge, experience and business network together, a solid company would arise immediately in the UK. We also concluded that our personalities fit together very well, we jointly are able to bring top Contact Centre specialists into the UK market, resulting in absolute added value for our clients”.
Finally, what will be the next step?
Mick: “Jointly grow into an EMEA-wide BrightContact organisation”.
6 November 2017