UNDERSTANDING... KEEPING THE HUMAN FACTOR ALIVE IN THE DIGITAL AGE

By Richard Brimble with Martin Clark

ISBN 13: 978-0-955-42890-6
PRICE: £ 16.50 from all good bookstores.
Author signed copies can be obtained at www.understanding.co.uk/humanfactor.htm.

SYNOPSIS

The lack of emotional connection with customers is costing companies billions in lost revenue. Understanding... keeping the human factor alive in the digital age contains ideas, thoughts and practical actions to release the potential of people. It is the next step for progressive companies who want to fully engage all of their people so that they deliver a customer experience that matches their brand and differentiates their service.

AUTHOR

Richard Brimble, an original member of the call centre management association, has had a successful senior management background in marketing and customer relations, leading and coaching teams at Reed International, N&P Building Society (Bradford) and BT Mobile (Leeds). In all these companies his teams have won international recognition or awards for either innovation or quality. As a board member responsible for Customer Relations at BT Mobile he headed a major change programme that was the talk of the industry. In 1997, the team won the Contact Centre of the Year silver award and he was runner up as Call Centre Manager of the Year. The team won international recognition for its achievements and it was described as “one of the top five motivated teams in the world”.

In 1998 he became Managing Director of his own interim management / consultancy company, Understanding & Learning Limited, based in Halifax, West Yorkshire. He has worked with Chief Executives, Directors and their teams to improve organisation culture advising companies in the UK, Asia, Europe and USA on how to bring about improved communication, improved customer experiences and results through the sustained contribution of fully connected people. His clients in the UK and Europe include Orange, Scottish Water and Vodafone.