Why Work With Us
Resource PlanningFrom the strategic to the tactical, resource planning is fundamental to the success of your customer contact operation. Utilise our experience to build a strong foundation or push the boundaries in any part of the planning cycle. Supporting each area of the planning cycle from strategic reviews, building models & capability to tactics and service recovery, we offer professional service support across each area of planning. Typically providing services through day rate, project or interim type support to best fit the needs of our clients. |
Strategic Review & Design
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Design & Build
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Training & Development
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Speech & Text AnalyticsAre you looking to review your Customer Interaction Analytics Implementation, improve your QA, automate compliance monitoring, understand & eliminate demand or enhance individual performance through targeted coaching? These are just some of the ways you could utilise speech & text analytics to drive improvement in your business. Our experience in this area can ensure a successful deployment. Offering support in the follow areas drive better outcomes for our clients; |
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Actionable Insight
Data and reporting are nothing without taking action to drive business benefits, so whether you are looking to move from MI production to actionable insight or seeking new data sources and methods to enhance your business performance we can help. Specialising in the use and methodology of contact centre data and performance, we help our customers drive better outcomes from the data already to hand. In addition we can also support with technical infrastructure, advanced tools, report building and analysis. |
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Specialist RecruitmentPartnering with Customer Management Resourcing as recruitment experts in customer management alongside the industry experience of Inspire CCP we know how important having customer contact professionals with the right skills, experience and cultural fit are to a successful operation. This partnership is uniquely placed to offer the right solution for your recruitment needs and deliver lasting benefit to your business. Whether you are already clear on the role you need to recruit or require assistance from our team of experts, this partnership is here to help. |
Search and Selection
Inspire CCP in partnership with CMR offers Permanent and Interim recruitment services within all of our specialist markets.
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Executive Search
Bolstered by an industry-leading reputation, CMR Executive Search Consultants work in close partnership with our Clients, immersing themselves in their business strategies to gain an in-depth understanding of the principle barriers and enablers, so that we can identify the right Subject Matter Expert (SME) and leadership talent. |
Recruitment Project Outsourcing
Whether you are going through a period of rapid expansion, setting up in a new market, relocating or offshoring an existing operation, going through a merger/acquisition, or simply need help in securing the best talent in the market, RPO solutions can flex to suit your exact needs. |
Our Team
Steve Woosey - Director and Principal Consultant
Steve is an industry recognised expert in planning and operational management. Having worked for the Forum (Professional Planning Forum) for over 12 years, the last 5 as CEO, Steve has run numerous industry events, created standards frameworks for planning and insight, developed a University degree programme in Customer Contact Management and worked with many businesses to raise standards in their operation (Sky, Direct Line, RSA, Tesco Bank Insurance, Co- Op). More recently Steve has held the role of Operations Director at Domestic and General delivering a strategic cultural change from sales to sales through service and a move to insurance. Since starting in consultancy, Steve has worked with Sainsburys, Npower, Adexchange and Taylor Wimpey, DBS assisting them in delivering improved customer contact performance.
David Davies - Director and Principal Consultant
David has vast experience in the customer service world, for the past 17 years delivering support services to some of the biggest brands in the UK (Vertex, HBoS, Lloyds Banking Group, Sky, Domestic & General, Sainsburys and Argos group) holding Head of & Director positions across Planning, MI and support functions to a range of operations from core VIP functions to 15k+ scale operations across UK and offshore, managing both internal and outsourced services.
David has experience across Financial, Public, Private, Retail, Utility, Entertainment & BPO sectors delivering Resource Planning services from Strategic & Budget Planning, through to Forecasting, Scheduling and Realtime, as well as Speech Analytics, Natural Language IVR, Chatbots, Digital & Non-Voice Channels such as Web Chat and Social Media as well as back office functions. David’s work has taken him around the world looking at the latest technologies and advancements in the industry helping him to delivery hundreds of millions of pounds worth of benefits to the business’ he has worked for.
David has experience across Financial, Public, Private, Retail, Utility, Entertainment & BPO sectors delivering Resource Planning services from Strategic & Budget Planning, through to Forecasting, Scheduling and Realtime, as well as Speech Analytics, Natural Language IVR, Chatbots, Digital & Non-Voice Channels such as Web Chat and Social Media as well as back office functions. David’s work has taken him around the world looking at the latest technologies and advancements in the industry helping him to delivery hundreds of millions of pounds worth of benefits to the business’ he has worked for.