I have experience of the setting up, improvement, and modification of Contact Centre initiatives in many many organisations both in the public, private, local government, national government, emergency service and voluntary sectors.I have run vendor selection exercises in telephony provision, predictive diallers, CRM and other data systems, outsourcing call centres, Contact Centre training and many other aspects of Call Centre technology and services. I have worked on NHS Direct, Consumer Direct, 101 and 111, among other government initiatives in the UK. I am a member of the 999 Liaison Committee. For many years I was a pro-bono Director of the Telephone Helplines Association – a charity which assists and represents charity helplines in the UK including the Samaritans, Childline and thousands of others.Internationally I have worked on setting up and improving contact centres in Sweden, France, Belgium, Spain, Holland, Germany, Turkey, Japan, Portugal, Italy, United States, Chile, Dubai and other countries.Much of my recent work is involved in different aspects of Emergency Call Handling, though I do venture out and do other things from time to time.I now do bits and pieces of work from time to time but am largely retired.Please note I do NOT link with people I do not know or have not met. Please do not invite me to link if you have not met me.Specialties: Building the "Vision" of the organisation, Creating the detailed plan for how the Call Centre will work, Vendor selection, Designing and Building a telephony architecture, Designing the role of IT within the Contact Centre, Procurement, Purchasing, 111, emergency call handling, call centre location, 999, 112