Journal of Customer & Contact Centre Management is guided by its expert Editor and an international Editorial Board of leading people in the field:
Editor
Howard Groves, former Olympics and Customer Operations Director, Camelot Group
Editorial Board
John Bardawill, Managing Director, TMG International
Anita Bowtell, President, Customer Contact Management Association - Australia-Asia-Pacific
Afshan Bye, Partner, Switch Gear
Natalie Calvert, Managing Director, Calcom Group
Moira Clark, Professor of Strategic Marketing and Director of Customer Management, Henley Management School
Jo Causon, Chief Executive, Institute of Customer Service
Eric Dadian, President, Association Française de la Relation Client; Founder,
Intra Call Center
Lisa De Falco, Chair Emeritus, American Teleservices Association; CEO, TPG Telemanagement
Jane Eckford, Director of Public Access (Business Development), Liverpool Direct
Rémon Elsten, VP, Contact Centre Association - Switzerland
Lyn Etherington, Director, Cape Consulting
Anne-Marie Forsyth, CEO, Customer Contact Association Global
Marian Kostecki, President, Call Centre Managers Association - Poland; President, MasterPlan recruitment and consulting
Bulelwa Koyana, Interim CEO, Business Process enabling South Africa
Johanna Lubahn, Managing Director, Contact Centre Services, Cohen Brown
Michael McKelvey, Associate Director of Operations, Barclays Wealth
Mfanu Mfayela, CEO, Bizworks – Contact Centre and BPO Solutions
Marc Michaels, Director of Direct and Relationship Marketing, Central Office of Information
Nicola Millard, Principal Customer Experience Specialist, BT
Gene Reynolds, GPR Consulting & Professional Services, GPR Consulting & Professional Services
Miguel Reynolds Brandão, General Manager, Portuguese Association of Contact Centres
Tim Searcy, Chief Executive Officer, American Teleservices Association
John Seddon, Managing Director, Vanguard
Paul Smedley, Executive Director, Professional Planning Forum
Pauline Smith, Head of Contact Centre Operations, Nottinghamshire Police, MBE
Ann Marie Stagg, Chair, Call Centre Management Association - UK
Manfred Stockmann, VP, European Confederation of Contact Centre Organisations
Catriona Wallace, Director, callcentres.net
Sidney Yuen, Chairman, Asia Pacific Contact Centre Association Leaders (APCCAL)