Carl Nicholson

Background

About Carl Nicholson

Over 20 years experience in the contact centre industry, starting out on the front line and then moving into contact centre and support management. I have a wealth of skills, knowledge, experience and success in both the inbound and outbound calling environments, as well as leading various change management functions. My experience spans many levels of management throughout the contact centre structure from heading up a 600 FTE sales/upgrades operation to leading a process design function which controlled the processes used by over 10k front line agents. I have also spent a number of years implementing and managing numerous outsourced service providers both onshore and offshore.Working for and with a number of different companies and cultures within the industry, such as Orange/T-Mobile and EDF Energy, has given me the opportunity to identify ‘best in class’ strategies covering areas such as; recruitment/training/performance management/change management/motivating staff and how to maximise and embrace new tools and technologies.My current role heading up change design and delivery for the sales and loyalty function has enabled me to play a key role in some major programmes and projects such as; outsource partner implementation in South Africa and Ireland, apple product launches and re-designing the operating model/processes for the T-Mobile integration and the launch of EE. The latter of which has quickly grown to be the biggest and fastest network in the UK, something which I am very proud to have been part of.