Presentations

Dr. Brownell has been presenting at Call Centre and Customer Management conferences since 1997 but his speaking heritage goes back a lot further. His recent speaking slots tend to be focused more on people management and business processes although he regularly speaks about related technologies such as CRM, Telecommunications and IP telephony. Brownell is equally at home speaking to audiences of 50 or 2,000 and is a regular Keynote speaker at industry conferences in Europe, Middle East and USA.. His wealth of ‘hands-on’ experience in these geographies assists in his Anecdotal methodologies that bring the key concepts and messages to life.

Once on the stage, his focus on delegate engagement takes over and Brownell quickly unleashes a barrage of delegate participation techniques.

Brownell brings ‘Total Customer Experience’ to the conference and ensures that the delegates don’t just hear, they learn, they remember and they have a lot of fun doing it. So much fun, that they want to come back next year for another instalment

Contact Centre

· Operations Management

· Recruitment

· Assessment

· Training

· Motivation

· Performance Management

· Skill paths and Career paths

· Quality Control

· Customer Experience

· Technology

· Financial Modelling

· Business Planning

· Competitive Strategy

· Profit Centre Vs. Cost Centre

· Sales

· Root Cause Analysis

· Problem Solving

· Case studies

· Key Performance Indicators

· Contact Outsourcing

· Offshoring and Farshoring

Personal Motivation

Corporate Entertainment

To this end, Brownell can regularly be found in the conference room assisting with setup and has even been known to take a seat at the registration desk. He enjoys mingling with delegates during break and lunch sessions and is more than willing to engage in informal discussions with any of the attendees.

Dr. Brownell also serves as an Executive and Non-executive Director of a number of contact centre companies across the globe. His client list includes organisations such as Allianz, Microsoft, Pizza Hut, KFC, Emirates Bank International, Rosenbluth International, UpStream, Eircom, Batelco, PeopleSupport and