As our name suggests Coalface Contact Centre Consulting is primarily an operationally focussed consultancy, founded by Mark Whitehead in 2005, and is widely experienced in providing solutions at all stages of Contact Centre development. 

Where Coalface differs from most however is our approach.  We believe that you know what you want to achieve, our job is to roll up our sleeves and work with you to achieve it.  At Coalface we believe there is no substitute for managerial presence and hard won experience, both of which we are delighted to put to good use in your organisation!

We know the issues that you face in your contact centre because we have for many years faced and successfully overcome them working in our own contact centres. 

Our Consultants are all absolute operational experts used to achieving results at the sharp end of contact centre development and management and having learned from their mistake can ensure you don’t have similar experiences when it comes to managing the very real challenges that are important to you right now:

1. How Can I improve Customer service?
2. Why do I have so many Customer complaints?
3. How can I meet my sales targets?
4. Why does my contact centre cost so much to operate?
5. How can I make best use of my Customer data to improve my business?
6. Have I got the right service delivery model for my operation?
7. How can I make technology work for me in my Contact Centre?
8. How am I going to manage all these changes and keep an eye on the business?

If these are the kind of questions you are asking yourself then perhaps Coalface Contact Centre Consulting can help you find the answers, but don’t just take our word for it please read our case studies, these are testimonials of our tangible successes.