Our Consultant Team
Our consulting practice is focused on call center, contact center and customer relationship management (CRM) strategy, technology and management. As objective advisors, we offer the right advice, in the right measure, with no vested interest other than what's best for our clients. And, we have decades of experience behind us. Below you will find biographic information on our key consulting associates.
Martin Prunty
Martin
Prunty is a
highly-respected consultant, writer, thought leader and speaker in
the field of contact center management and technology. For over 20
years, he has worked with a variety of organizations across multiple
industries, providing the analysis and guidance required to improve
the manner in which customer sales, service and support are
delivered.
Over the course of his career, Martin has been an active call center consultant for over 15 years. After successfully managing his own practice, he was instrumental in forming and managing an international call center consulting practice with over 30 consultants specializing in the financial services industry. His experience also includes his work with IBM Global Business Services, where he held the position of Contact Center Practice Leader.
He has maintained a close relationship with International Customer Management Institute (ICMI), and was designated its first Certified Consulting Associate. Through this relationship, he has trained over a thousand call center managers in numerous countries on the most effective methods of managing call center environments. He has also completed consulting assignments for a variety of Fortune 500 companies including Xerox, Cigna, Siemens, MasterCard International and others.
In addition to his active consultant role, he has also functioned as an advisor to foreign companies setting up outsourcing operations in the US. He developed the highly acclaimed seminar, “The Road Ahead to the Next Generation Call Center,” a seminar focused on the future of call centers, which he has presented on three continents. Prunty has been a keynote speaker at a variety of call center events across the United States, Canada, United Kingdom, Norway, Iceland, Italy, Ireland, Germany, Australia, Malaysia and Singapore. He is frequently quoted in trade journals and is the author of many industry-related articles in publications such as Call Center Management Journal, Business Communications Review, Call Center Magazine and Bank Systems and Technology.
Prunty
received the Call Center Pioneer Award, an honor bestowed upon him
by Call Center Magazine for achievements that have had a significant
impact on the industry. Martin has also
been a member of the Society of Telecommunications Consultants and
served on its board of directors from 1990 to 1992.
Terri Stanley
TERRI
STANLEY joined Contact Center
Professionals, Inc. after 25 years of senior-level management
experience in the telecommunications and cable television
industries. Terri’s
leadership roles have given her tremendous personal insight into the
opportunities and challenges facing businesses and contact centers
leaders.
Terri has valuable experience as both a
vendor/supplier of telecommunications systems to contact centers and
as a leader responsible for launching and managing a successful
contact center. experience
working with local and national markets.
As Regional Director of Sales for a large telecommunications
supplier, her sales teams and consultants brought comprehensive
communications and infrastructure solutions from the industry’s top
manufacturers to complex call center and enterprise applications for
commercial and government accounts.
As Director of Sales for a large, national cable TV and
broadband, services company, she received acclaim for creating and
managing its business sales contact center,
which became the most
productive revenue call center in the company.
Using her extensive sales experience and
technical knowledge, she has found important keys to business and
professional success. Knowing
how to help clients and their employees achieve their goals is the
road map to improved sales and an increased bottom-line.
EXPERTISE:
Twenty-five years of leadership, management,
coaching and consulting experience
Skilled in leading individuals and groups in
discovering and developing business and infrastructure solutions
Management expert in creating or refining sales
plans and technology requirements
EXPERIENCE IN THE FOLLOWING INDUSTRIES:
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Henry Dortmans
HENRY
DORTMANS is an experienced consultant, writer, executive and advisor with a demonstrated track record in
delivering quality services and tangible results, with an
understanding of the key contact center issues in many industries.
Located in Toronto, Ontario, Henry is a
trusted, responsible and inquisitive leader who has partnered with
over 250 organizations, enabling them to make better
decisions—strategic, financial, process, technological, service.
Skills, knowledge, expertise and influence that ensure improved
service, reduced costs, &/or increased value.
Examples of his experience and capabilities is listed below.
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Conducted and project managed contact center strategic and tactical planning initiatives, including technology roadmaps, service, budgets, systems and networks.
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Presented briefings on contact center issues to suppliers, associations and buyer groups
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Special focus on addressing contact center-supplier issues effectively in a convincing, persuasive, polished and positive manner.
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Negotiated new & renewed many significant agreements for contact centre systems, support and management services.
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Revamped customer service processes that increased customer satisfaction ratings dramatically.
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Created and led programs that enhanced numerous organizations’ visibility and image among customers, industry influencers, partners.
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Presented two-day seminars on effective contact center management to over 1,000 people across Canada
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Assisted in the planning and implementation of new 211 and 311 contact center systems and networks for various clients.
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Greg Gattin
Greg
Gattin is a seasoned veteran of the call center industry with over
20 years of experience.
Throughout his time in the industry, he has been responsible
for managing all aspects of
inbound contact centers within the financial services industry.
This experience includes the start-up of new contact centers,
ongoing management of key contact center processes and technology,
consolidation of centers and outsourcing.
Mr. Gattin was also the development manager for an award-winning call center software solution, which was selected by numerous financial industry accounts. He served as the operations manager of an international consultancy and was responsible for managing multiple outsourced call centers.
Most recently, Greg was a member of the senior management team of one of the nation's largest call center and back office outsourcing providers. In this role, he was responsible for conducting analysis and due diligence for numerous offshore contact center locations including Jamaica, Barbados, St. Lucia, Trinidad, Panama, Costa Rica, Argentina and the Philippines.
Greg has worked with numerous Fortune 500 companies, providing assistance in defining the financial and operational impact of outsourcing. He is highly experienced in identifying transactions that are most conducive to outsourcing and how to establish the proper mix of internal, domestic and off-shore outsourcing. Greg's knowledge of the call center industry, managing call center operations and effective deployment of outsourcing, including its strengths and pitfalls, is substantial.
Greg has a BBS in accounting from Arkansas Tech University and is a Viet Nam war veteran.
Our Network
CCPro maintains a network of experienced call center consultants who regularly participate in projects. Through this network, we are able to favorably font> compete with larger firms and can tailor our team selection to the needs of any given client.