CM Insight An overview

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Supplementary Information Team Profiles CM
Insight 2005 V1.1
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A snapshot of CM Insight
A leading specialist, award winning customer
management consultancy, working with many of the
worlds leading brands and major public sector
bodies on their transformation plans and
developments.
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Thought-leading White Papers from CM Insight

• The Contact Centre Industry a major study for
  the DTI
• Managing What Matters measuring and managing
  customer experience in the modern contact centre
• Contracting for Customers
• Offshore Performance Management and the Customer
  Experience
• The Truth about Contact Centre Performance - Mass
  Production versus Mass Customisation (research
  undertaking with Aston University Business
  School)
• The Truth about Staff Attrition and Absenteeism
  (research undertaking with Aston University
  Business School)
• Outsourcing Price Benchmarking Study
• The Call for India
• Seizing the Offshore Opportunity
• Death of the Cold Call
• and others

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Belinda Haden Consultant and Knowledge Manager

• Belinda joined CM Insight in 2003. In addition to
  her hands-on consultancy role, she leads the
  companys programme for quality and specialises
  in research and analysis of key developments in
  the contact centre markets. Belinda has authored
  several white papers, including the UK Contact
  Centre Industry study for the DTI (offshore
  section) and several client-driven papers on
  contact centre industry issues and developments
  ranging from technology and contact legislation
  to offshore markets.
• Prior to joining CM Insight, Belinda delivered a
  year-long project within 6 months in the
  Philippines largest shipping company. This
  involved completely re-designing the channel
  delivery model, implementing self-serve and SMS
  ticketing, re-training the agents and overhauling
  processes, KPIs and technology support. Belinda
  implemented key changes to technology, training
  and processes to increase passenger sales and
  cargo bookings while significantly reducing
  costs.
• Belinda has extensive experience in contact
  centre build, management and consultancy - with
  early experience of offshore call centres (since
  1998), having project managed the build and
  operation of call centres in India, West Africa,
  UAE and Hungary as well as in several UK
  locations.
• Subsequent to her global experience, Belinda
  established and managed a major UK technology
  suppliers contact centre with the dual aim of
  testing the companys call centre technology, and
  managing a team of telemarketing agents to
  provide leads for both direct and indirect sales
  channels. This role also involved procuring
  outsourced call centres for international
  foreign-language campaigns.
• Belinda has an BA(Hons) in Econometrics and
  French from the University of Kent at Canterbury,
  and a License des Sciences Economiques from the
  University of Grenoble, France.

Belinda Haden Knowledge Manager and Specialist
Consultant