Industry Expert : David Payne

David PayneDavid Payne is an accomplished professional contact centreconsultant and trainer. He has over 30 years international experience working in customer service, telephone sales and strategic customer management positions. Projects he has worked on during his contact centre and customer management career include the setting up Outbound Telemarketing at First Direct in the first year after their launch, setting up the Direct Sales operation in Hertford for Orange Mobile Phones, and managing the explosive growth of the customer service operation in the CalorGas/Texaco joint venture Calortex as it went from 14,000 to400,000 customers in just three years after deregulation of the UK gas and electricity markets. Since moving away from operational contact centre and customer service management, David has been providingcorporate companies with contact centre and customer management strategy consultancy and contact centre related training since 1999. He is actively involved in pioneering the use of Tai Chi in contact centre environments to boost performance and regularly audits contact centres to identify weaknesses and set their agendas for improvement.


David is currently Managing Director of Mercury Customer Management, a consultancy practice that helps clients to maximise the return from their contact centre and customer management investments. Amongst other services, Mercury are the first company in the UK to offer the capability to mystery shop and check both the call quality and compliance of outbound telemarketing or sales teams.

The Internet of Energy

Read the recent article by Ian Campbell of Enstra on the coming of age of the Internet of Energy based on his insights from being chair of the Smarter Homes and Buildings group at the EUA.  You can read the article by clicking here.

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