GPR Consulting - Customer Contact Centre and Communications specialists

+44 (0) 1923 888 472info_gprconsulting.co.uk
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"Gene is passionate about his subject matter and has several years experience to bring to any engagement."

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"His skills and knowledge in his industry sector are clear and apparent, couple that with an all round great guy, good sense of humour and precise delivery and you have one the best consultants I've worked with."

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"Gene has excellent knowledge of the contact centre industry from all perspectives: technology; processes; people. He applies this knowledge with his easy going consultative style to help clients define and deliver their strategic goals."

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"Gene is very detail oriented but always puts complex technical solutions into simple terminology so that the features and benefits are easily understood by all parties. I wouldn't hesitate to recommend Gene and would be very happy to work with him at any time."

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"Gene produces quality work with a smile on his face. You know what you are going to get when Gene is involved, its a forgone conclusion"!!

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"Gene is an extremely knowledgeable telecoms consultant who is comfortable in any customer environment whether it be advising on telecoms strategy with the CXO, helping call centre managers get the best out of their contact centre solutions to improve productivity and efficiencies or providing procurement advice to purchasing teams."

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"Gene is a highly motivated and highly effective business consultant who demonstrates exceptional empathy with his clients. He has a very deep understanding of the operational impacts of deploying IT and Telecoms technologies and is well respected by his colleagues and customers".

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"What he does not know, is not worth knowing in the first place and I trust his decisions and advice impeccably. I would happily recommend Gene to anyone and everyone."

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Contact Centre Operations

Contact Centre Technology

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Value - Results - Success

We provide tailored , cost effective consultancy solutions aimed to energise your business and deliver results beyond expectations.

Speech Analytics

Operational Snapshot Audit

Technical Snapshot Audit

Management Information Review

Sales strategies and enhancement services

Procurement managment and Tender review process

Project Management and Project De-Risk reviews

Business Process Review and Re-engineering

Virtual Telecoms Manager

We promise that the results will far outweight our costs, in terms of value, knowledge, and tangible benefits.

Contact Centre Operations Operational consultancy assignments are designed around your specific needs and objectives. Typical assignments are:Operational "Health Checks"Mystery Shopper and performance evaluationInterviews and workshops with your agentsCall Monitoring and advice/feedbackCustomer Experience Design and ModellingCustomer Contact Channel Strategy (IVR/SMS/Email/Phone/Web)Self Service Modelling and ImplementationFirst Call ResolutionProcess Evaluation and ReviewOperational Audits and HealthchecksCoaching and Training ServicesCustomer Satisfaction AssessmentsComplaint Management MethodologiesRoot Cause AnalysisCoaching and Training of Communication skillsBest Practice for Customer Satisfaction Surveys
No Frame

Contact Centre Technology Our contact centre technology assignments are designed to ensure you maximise your potential purchase through effective requirements gathering, expert interaction between your business and your IT team and shrewd evaluation and negotiation. Using us will save you more money and improve your solution design.We cover the following technology components and services:IP and SIP Telephony solutionsACD and multi-channel management solutionsManagement information, real time, wallboarding and historicalPredictive diallers and managementCRM ApplicationsIVR and Self Service SolutionsNetworking SolutionsUnified CommunicationsMobile Telephony, both handsets and fixed telephonyTechnology "fit for putpose" auditsTelecommunications spend auditsRequirements specification and concept designProduct and solution evaluation, facilitation of RFP/ITT and recommendations
No Frame

Our clients

Clients and Verticals
Testimonials

Clients and Verticals Clients and Vertical MarketsWe're fortunate to have worked with some of the UK best known brands. We also have had success in public sector, local government, healthcare and not-for profit organisations.We're delighted to be able to add value and advice for the following vertical markets:Retail - Online shoppingRetail - CatalogueRetail - Bricks and Mortar/ large branch estatesRetail - FMCGRetail - AutomotiveFinancial - Insurance - Online/PhoneFinanical - Insurance - Bricks and MortarFinancial - Asset managementFinancial - Retail BankingFinancial - Affinity ServicesFinancial - Trading FloorTelecommunications - MobileTelecommunications - LandlineTravel/Leisure - Car Rental Travel/Leisure - Package Holidays & Travel AgenciesTravel/Leisure - TimeshareTravel/Leisure - AirlinesManufacturingMedia and Entertainment - Music LabelsMedia and Entertainment - CinemaPublic Sector - Local Government - Single SitePublic Sector - Local Government - Large CampusHealthcare - NHSLegal and Law FirmsGaming and LotteryLarge Estate/Tenancy Management (Shopping Centres)Recruitment Agencies

Testimonials "Working with Gene has been an excellent experience and formed a brilliant relationship. Gene's expertise is amazing and his ability to work with and deliver to a variety of levels and audiences makes everything he does seem seamless. What he does not know, is not worth knowing in the first place and I trust his decisions and advice impeccably. I would happily recommend Gene to anyone and everyone."- Ian McPherson , Customer Service Manager at Plymouth City Council

About Us

About Me
News and Press Releases

About Me My name is Gene Reynolds and I have been working in the contact centre and telecommunications industry since the early 1990s. I am a highly experienced contact centre consultant and senior business analyst.My experience comes from setting up and managing contact centres both in the USA and in Europe. My knowledge comes from doing; setting up centres, managing them and their people, sometimes even shutting them down. So my background comes from direct experience in the industry along people management, process design and technology deployment.My time as a consultant has offered me the opportunity of exploring an enormous range of vertical markets and industries; and has given me unique insight into the subtleties of different businesses and how to apply their best practice into others. This has proven to be highly successful and allows me to add value from the very first visit with a client.I have technical qualifications across the Avaya and Microsoft product set.I am also a regular contributor to this industry in the form of articles and speaking opportunities.Please get in touch if you want to learn more about me and the way I work.

News and Press Releases News and Industry PressGene Reynolds is a well respected contributor and thought leader in the contact centre and communications industry. Below are links to a number of his contributions to different contact centre journals and websites. The Best KPIs to Use In Your Call CentreTop 100 Most Respected Contact Centre PeopleBenefits of an IP Contact Centre30 Tips To Improve Call Quality MonitoringWhat to Look For When Buying a Speech Analytics SolutionDealing with Irate CustomersWhat to Look For When Buying Unified CommunicationsIs It Time To Invest in Your People?Overworked call centre Q&ACustomer Complaints - Why you need to say "Sorry"

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If you would like to know more about our services in contact centres and telecommunications please fill out the form to the right. and then press "Send"

Alternatively, you can phone us on +44 (0) 1923 888472

Email us at info_gprconsulting.co.uk

or write to us at:

GPR Consulting & Professional Services Ltd.

43 Orchard Drive

Watford, Hertfordshire

WD17 3DX

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