Peter Rowbottom - M.D. & BPI Delivery Director

Peter is a graduate in Management Studies and brings 25 years experience, working with a number of blue chip organisations within sales and customer service, at Senior Management and Executive Board level, leading strategic development and its operational application. He has productively and profitably managed highly emotive and sensitive products and services, developing appropriate processes and procedures to enable their cost effective delivery within SLA/KPI standards. His experience includes;

Financial Services Banking, Lending and Insurance,
Domestic & Commercial Security and Utilities provision,
Claims Management and deployment,
Field Engineer Deployment and Management.

Peter’s true belief is that for any business GOOD SERVICE COSTS LESS and it is by understanding and focusing on what is critical to quality from a combined customer, efficiency and employee engagement perspective that optimum cost to serve ratio can be achieved that also delights the customer.

With a track record of success across start-up, emerging and established operations, much of this has been in the challenging 24/7/365 contact centre environment. He has delivered award winning customer experience for these businesses. Peter has also managed service delivery on behalf of outsourcing partners which brings with it the additional demand of protecting client brand and identity.

A particular interest is integrating technology successfully within service delivery functions to realise efficiency whilst also enhancing the customer experience. Prior to establishing Rubicon BPI he was the Head of Business and Process Improvement Delivery for Co-operative Banking Group, leading a Banking Group wide business and process improvement team focusing on delivery of successful self-service strategies. During this time he implemented the deployment of Virtual Adviser Avatars using Natural Language Interaction (NLI) which enable customers and/or colleagues to interact with technology via intelligent, humanlike, two way conversations in their own language across a range of channels using voice or text. The technology is used to increase self service completion success rates, reduce call handling times, and improve first contact resolution, enabling the business to enhance customer experience and reduce the cost of servicing.

In addition to his wealth of successful operational skills and experience Peter is Six Sigma Green Belt Standard trained and is proud to be part of the team who created the the BPI methodology recognised by winning both the 2012 British Quality Foundation Achievement Award for Process Improvement and the North of England Excellence Award for Innovation. In 2007 he was appointed to the Board of Governance of CallNorthWest as Private Sector Representative for North West of England and in 2009 was invited to the European Contact Centre Awards and Exhibition as a guest keynote speaker “How to Engage your people and deliver performance


             

         Lee Philips, Associate Partner, Digital Channels

Lee is a highly proficient business change and operational consultant, with over 15 years experience in businesses transformation and operational improvement programmes, covering multiple sectors within the UK and Europe.

Proven to successfully form strong partnerships with business & IT leaders to develop and implement programmes of work that support organisational and operational strategic change.

In depth experience in consulting and leading design, support and development teams, key achievements include delivery of group level customer contact strategies, across the range of multi media/digital channels from the initial concept proposition development, through to successful delivery of numerous transformational programmes. Lee is client focused with a proven track record in driving successful change into operational business units with successful delivery of complex multi-work stream projects and change programmes, these include new business set ups, process & application rationalisation, technology development & refresh, site re-location (in-house and outsourced)

Specialties:

• Programme, project & portfolio management.

• Operational process improvement and optimisation.

• Industry expertise of contact centre technologies and vendors.

• Business change and transformation.

• Vendor & stakeholder relationship management.

• Business case development (full life cycle, initial proposition through to business case sign off).

 Dean Cutler, Associate Partner, Contact Centre Optimisation

Dean is an experienced consultant providing clients with advice and guidance on Contact Centre optimisation, best practice, and best use of technology. From trouble shooting to setting strategy, evaluation and optimisation of legacy technology to going to market for technology transformation. Underpinning all engagements is an ingrained belief in delivering the best possible Customer Experience and the most efficient Customer Journey. Dean has 23 years of management experience working across many verticals including Retail, Financial Services, Banking, Insurance and Public Sector. The organisations range from youthful entrepreneurial businesses to global blue chip organisations helping them define their customer contact strategies.

Specialising in transforming contact centers into customer centric operations, projects have covered design, selection, procurement and delivery of complete contact center infrastructures driven by optimisation of customer experience and user centred design methods. Work has resulted in recognition by the European Call Centre Awards in 2008 for Best use of Technology and more recently participating as a judge for the European Customer Service and Contact Centre Awards.  Dean has an extremely rounded and holistic understanding of the strategic Contact Centre and UC&C needs of global organistions and the tools they need to deliver success.

          

               

 

 

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