Meet the Doctor

Dr. Brownell has been working in the customer contact industry since 1989 and in that time he has worked with over 200 call centre operations on virtually every continent. In 1989, long before CRM was a definitive term, Brownell was developing and implementing CRM solutions for Pizza Hut call centres in various parts of the world.

Brownell sold his first call centre technology company in 1996. With an impressive line-up of blue-chip clients, the company provided an array of hardware and software, CRM, call centre management solutions, Computer Telephony Integration solutions and automated service solutions. Headquartered in Dublin, Ireland, they served a global industry. Most implementations were ‘build, operate, transfer’ contracts and it will be no surprise that the company owned and operated its own call centre in Dublin. Interestingly, Brownell had a huge hurdle to overcome in order to gain the support of the Irish government agencies – he had to introduce Government officials to the concept of call centres and now, Ireland has the reputation for being Europe’s call centre capital.

Solid Academic Background

· BSc Electronic Engineering

· PhD International Business

Proven Track Record

· First Product patented in 1984

· First Company established in 1986

· Proven Entrepeneurial Spirit

· 7 Years as CEO of Call Centre Technology Company

· 4 Years as executive officer of Multinational Call Centre Operations

· Responsible for operational and project budgets up to $500M PA

· Managed Contact Outsource project valued at $15M PA

· Operations and Change Management of 12,500-seat call centre

The Initiatives the Doctor Remembers most

· Project 007 - resulted in a 30% productivity improvement in 6 months

· The 10-minute project in Abu Dhabi that dropped abandon rates by 65%

· The Virtual Call Centre for Pizza Hut that increased business by 50%

· When Tara went to the UK and proved the Killarney systems were causing the

problems and not the call centre agents