Derek is a highly experienced contact centre specialist who has spent over two decades setting up, managing or re-engineering contact centres across Government, not-for-profit and corporate organisations, both as a direct manager or consultant.
Derek has worked with SA Water, Great Southern Rail, the National Heart Foundation of Australia, Kidney Health Australia, the Bureau of Meteorology, Optus and more.
An experienced change manager, Derek is a national and international contact centre awards judge and conference speaker. He has been an active member of the industry’s peak body, Auscontact, as an elected National Director for 6 years and served 2 of these years as national chair.
In 2015, he was awarded life membership for his contribution to the Association and the contact centre industry. And just because Derek isn’t already busy enough, he’s also a Board member for several charities including the Australian Diabetes Educators Association (ADEA) and is also the Chair of Special Olympics South Australia.
- Coaching & mentoring
- Public Sector
- Not for Profit
- Small Business
- Large Corporates
As a generalist capable of taking a holistic view of contact centres and how they work within an organisation, Derek understands what makes a successful call centre tick.
He knows how important staff, motivation, culture, recruitment, teamwork, workforce planning and technology are in creating a profitable working environment. Specialising in health checks, process reviews, structural reviews, optimisation, staff coaching and mentoring, Derek works alongside managers to identify and develop solutions in order to maximise a business’ bottom line.