Allan is uniquely placed to help organisations change the way they deliver customer service. His approach is to place the customer at the centre of everything an organisation does and to ask the question “How does the customer benefit from what we do?” By following this approach customer satisfaction is improved, leading to improved loyalty and retention. In Allan’s approach the true role of customer service is to retain customers and so to improve profitability through repeat business. Good service is about strategies for building retention and loyalty through focus on existing customers. However, many organisations only have a strategy for business growth through acquiring new customers.In the public sector Allan has worked at Director level in local government, raising performance standards of call centres and face-to-face operations through innovative application of new technologies such as voice automation and speech analytics. Through these game-changing technologies Allan has driven transformation through the entire service delivery chain bringing significant cost savings through “right first time” improvements. Key indicators such as “Avoidable Contact (NI14) and “First call resolution” are targeted for radical improvement, particularly in areas such as housing where data shows an average of 3 contacts/transaction.Specialties: Call centres, Face-to-face centres, using customer service and the customer experience to transform organisations and save shedloads of cash!