Garlands has further strengthened its management team by appointing a new technical solutions director, Mike Kelly. Mike joins Garlands from Vanguard, a major communications solution provider, where he was the technical solutions director responsible for service provision and product development. The appointment of a senior level Director is an indication of the significance that Garlands places on the role of Technology to provide Business Solutions within its contact centres. While recognising that people are the main differentiator in delivering exceptional customer service, Garlands equally believes that its agents must be supported with best-in-class technology, comments Chey Garland, the CEO of Garlands Call Centres.
Mike will be an important new member of the management team. He has a considerable record of delivering technical solutions that are focused on meeting business as well as technical objectives – and I am confident that his ideas and experience can help gain Garlands recognition as a technology as well as a CRM thought leader”.
Mike Kelly comes to Garlands with over 24 years experience of IT development, consultancy, support and service. Prior to working at his last company Vanguard Plc, Mike worked for Kwik Save where he was responsible for delivering business process and technology change. Before that, he worked in the facilities management sector for ACT Managed Services where his work was focused on Central and Local Government. Mike started his career within Williams and Glyns, part of the Royal Bank Of Scotland.
Over the last three years, the company has invested heavily in multi-channel inbound and outbound customer contact technologies from industry leaders such as Aspect, Amcat and HP.