I Help Organisations get the most from their Customer Operation.
ABOUT
Nick Williams is a multi-award-winning Customer Experience leader with a unique track record of designing and implementing improvements to the customer value proposition which have turned around global contact centre operations and provided game changing solutions to rapid growth scale-ups.
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Nick and his team have won awards for Best Use of Data in a Contact Centre Environment, for the Contact Centre Technology they have built and have won Contact Centre of the Year for three years in a row at the European Customer Service and Contact Centre awards.
Customer
Experience
Consultant
Nick is very collaborative, supportive and brings innovative solutions both in his function and across the wider business. He has the credibility and experience to quickly galvanise support for these initiatives so they are delivered effectively and at pace.
He has built contact centre operations, customer experience teams and developed insight and analytics functions to drive cross-functional improvements to reduce customer pain points at root cause. He is an entrepreneurial and charismatic leader whose foresight and strategic ability ensure he and his teams develop and implement new procedures and systems quickly and effectively to achieve results and exceed revenue targets. Nick is well-respected in the Customer Experience sector for his innovative approach to leading Customer-centric operations and he is regularly called on to present and act as an expert panelist at conferences and events in the sector.
He has lived and worked in many different countries around the world and has proven he knows how to get the best out of people from a variety of cultural backgrounds. He has an excellent understanding of how to navigate the legislation surrounding people management in the UK and international offices for which he has been responsible. He is accustomed to developing initiatives to drive revenue streams in new markets and existing business areas. Nick has led in-house software and UX development teams using Agile methodology to develop the Digital Customer Experience offering. He has also deployed technology to maintain a personalised service and optimise the level of hiring of contact centre agents, preventing this from becoming an ever-expanding cost centre for growing companies. At the same time, these initiatives resulted in improving customer experience by ensuring customers receive support 24 hours a day. He uses his experience as a Six Sigma Black Belt and Lean Practitioner to develop people and the way they work, to drive contact centre performance.
As an expert in service delivery, continuous improvement and change management, Nick provides the support, structure and guidance to ensure his teams achieve results and deliver an outstanding experience for the customer. His experience in people management includes a range of innovative operating models from remote management, virtual contact centre (home working teams) and the management of outsourced partner companies. He is also accustomed to more traditional management models including the responsibility of a Contact Centre and Customer Experience department of 500 staff.
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Prior to setting up his own consultancy Nick held Senior positions with tech based companies and rapid scale ups; Gousto, Booking.com and Ten Group. Please reach out to Nick for his full CV.
Services
The services listed below are purely examples of how I might be able to help you and your organisation. I believe it is essential to tailor my support to your requirements, so please reach out for a free, no obligation chat and I can then build a bespoke proposal for you.
Interim
I am open to working in Interim COO, VP and Director positions which match my experience.
Project
I can provide part-time support to experienced CX Leaders who require a "safe pair of hands" to own a business-critical project when they don't have the time to dedicate to it themselves and need to keep a broader focus across their whole operation.
Consultancy
Please see the Operational Excellence section below for an overview of some of the programs of work I can provide to growing businesses.
Operational Excellence Programs
/ Performance Enhancement
Driving Quality, Service and Productivity in the Contact Centre through targeted Operational Excellence initiatives, Ways of Working and Mentoring of Managers
/ Outsource Optimisation
Outsource Management; from site selection, leading tenders and contract reviews to acting as the Point of Contact to drive performance with an existing Outsource partner. I work to ensure your outsource partner is an extension of your business, representing you to the highest level in the most cost effective way.
/ Executive Coach and Mentor
In the Customer Service and Contact Centre space, leaders are often promoted internally and can quickly find themselves in "Head of" level roles with limited exposure to the commercial and strategic requirements these roles can demand. I work closely as an industry expert to coach and mentor them, so they are equipped with the knowledge and confidence to innovate, to reach their full potential in the role for themselves and their business.
/ Systems
I lead reviews and tenders to ensure you and your team have the best technology for your budget. I can also use my experience and knowledge of contact centre systems and technology to optimise your existing systems to ensure you and your team have the tools in place so they can reach their full potential to look after your customers and drive agent engagement.
/ Contact Centre Establishment and Relocation
I have an extensive experience in building contact centres from scratch, often on short time scales. I have successfully completed contact centre site selection, establishment and relocations multiple times both in the UK and Overseas.
/ Hiring
I am accustomed to running mass recruitment projects to build contact centre teams from agents and team leaders to support roles and upwards.
I have also been used as an "industry expert" when C-Suite Executives who are not familiar with Contact Centre Operations require an expert panelist to interview senior candidates.
/ Customer-Centric Product Development
I have led Multi-award-winning software engineering and product development teams to build Customer-Centric tooling. This has enhanced service levels, driving convenience through automation (becoming the highest performing Customer Satisfaction channel) whilst halving the cost of the Contact Centre operation. My teams have also built tooling to enhance agent experience so teams have everything they need to go the extra mile for customers.
/ Voice of the Customer Programs
VOC programs enhance Customer Experience and drive Customer Retention. Using AI to extract Customer Contact themes and Sentiment analysis from naturally occuring conversations, combined with Customer insight, surveys and focus groups enables us to extract the highs and lows of the customer journey. From there we are able to build out ways of working to share these CX improvement opportunities with functional teams. We can then take this a stage further by applying A/B testing methodology to the hypothesis (variable) against a control group of customers to optimise the solution and gain confidence in the value and success of the result.
/ Workforce Management
Often with small to medium entities there is a large opportunity in conducting a review of the existing capacity and workforce planning approach. I can provide bespoke methodology and ways of working which can save cost and improve service levels almost overnight in most cases I work on.
/ Strategic Review
Working with your in-house team to understand the operation in depth, I use my industry expertise to highlight the opportunities and "low hanging fruit" to put together a continuous improvement plan to drive up service levels and reduce cost. I can also lead the CI project should that be required.
