Simon Blair Email & Phone Number

Melbourne, Vic, Au

Melbourne, Victoria, Australia

As ACXPA GM I manage the monthly Australian Contact Centre Quality Insights report, the Customer Service Benchmarking service and our fixed-price Contact Centre CX Benchmarking service.

Melbourne

Australia

Trainer for a range of my own courses in how to deliver premium sales & customer service

Melbourne, Australia

For the last 3 decades I’ve been helping individuals and teams, at the coalface of diverse contact centre operations, to both measure and develop premium sales, service and retention capability to transform culture and performance.I do this as an assessor, trainer and coach of Team Leaders, Trainers, QA staff, Coaches and Frontline Agents. The first half of my career I worked in each of these roles as an employee. For the 2nd half of my career I have been a consultant and coach to support others in these positions.I help individuals and teams to have impact in their business and with their customers to achieve the performance, the respect and the recognition they seek.I’ve been a founder and director of my own business Five Degrees 2009.

Melbourne, Australia

I work with Alkhemy clients to maximise the ROI within their Contact Centre Sales & Retention Teams. A focus on building capability in client quality management and coaching to drive continuous improvement in frontline performance.

Melbourne, Australia

Built and established the Contact Centre Benchmarking methodology, tools and operation for Global Reviews from the ground up.Presented multi-channel customer experience workshops and recommendations to contact centre benchmarking clients such as Telstra, nab, ING Direct, HSBC, Medibank, Aus Unity, AGL & Sony. Able to correlate the delivery of quality customer experience and increased sales conversion and customer satisfaction.

Melbourne, Australia

Managed a large in-house quality team responsible for delivering contact centre quality monitoring and process quality assurance internally across all Consumer Credit Cards operations. Was able to develop & implement a world-class, standardised Call Quality Monitoring model for the first time within all Credit Card teams and departments. Included the creation & execution of a Team Leader Assessment Accreditation Program, with intense training and coaching in objective quality monitoring practices.

Melbourne, Australia

Managed a contact centre sales/service team for the Telstra Mobiles contract and drove the establishment of an improved Quality Monitoring Program subsequently rolled out across all UCMS contact centre operations. Promoted to the HR team to manage the delivery of nationally accredited training in Customer Service, and to deliver the Generic Induction program for UCMS to all new employees.

Melbourne, Australia

Started my professional and contact centre career with Telstra as a Call Centre Consultant. Realised a natural affinity and ability to deliver great customer experience and drive continuous improvement from the very first day I started and have never looked back. Made my mark as a young Team Leader who learnt needs-based sales for the first time and cut my teeth in championing 'Customer Intimacy' (now known as Customer Experience!) as the #1 business priority for Telstra within the large 200+ seat contact centre operation I worked in. Helped lead the establishment of a strong coaching culture across the management team and drove 400% improvement in sales performance across the centre and my own team inside 3-months. Having seen early in my career, first-hand, how strong coaching culture & creating great customer experiences drives incredible sales, business and employee outcomes, it drove a life-long career in coaching, training and quality management across a variety of roles and operations firstly inside Telstra across 7+ years and beyond.