Steve Pels

Steve has worked a variety of roles in the call and contact centre industry since 1996. His roles have included call centre management positions, systems integration and design team management and management consultant.

During this period he has worked with companies such as National Australia Bank, ANZ Bank, Coles Myer, MLC, Ford, AXA, TABCORP, Damovo, Ericsson, Primus Telecommunications, Australian Unity, BMW and VicRoads.

His roles have included operational consulting, business needs analysis, development of contact centre strategies, tender preparation, contact centre establishment, contact centre relocation and centralisation and productivity improvements.

While Steve specialises in the productivity and people aspect of contact centres, as well as business processes and workflows, he also has a strong understanding of the technology available to contact centres.

Member of International Customer Service Professionals, Applied Voice Input/Output Society, and ATA.

Life Member of the Customer Contact Management Association.