Meet the team
Call Centre Focus is run by a small team of media professionals who are all passionate about customer service and providing the best information and services to the industry. Let’s meet them…
Claudia Hathway, Editorial Director
I’ve been commentating on the contact centre/customer service industry for more than five years. In that time, I’ve built up a wealth of knowledge and have spoken about industry issues at many events, as well as on UK national television and radio. My main interests include the use of social media for customer service, frontline empowerment, and the art of putting the customer at the heart of the business.
Not many people know... I used to edit Mills & Boon romance novels [insert your own 'manhood' joke here].
Tel: 020 7234 8703 Email: claudia.hathway@ubm.com Twitter: @ClaudiaHathway
Lara Doyle, Digital Executive
I come from a strong editorial background and developed an interest in online publishing along the way. I am passionate about the web and dissemination of quality content. Having recently joined www.callcentre.co.uk, I have only just started to learn about the call centre and customer service industry, but I am amazed by the zeal and enthusiasm of the professionals within the industry and the determination to continue improve customer services. In my free time I love to travel, having lived in six countries and visited more than 35 (and counting).
Not many people know... When I’m not travelling, I’m blogging about the international cuisines that can be found in London at Global Mood, Local Food.
Tel: 020 7921 8515 Email: lara.doyle@ubm.com Twitter: @CallCentreFocus
Kevin Pearce, Group Commercial Manager
I’ve over 20 years experience within an number of B2B media companies, working across a range of magazines, directories, digital channels, conferences, awards and exhibitions, including events within UK, Europe, Asia, India, South Africa and South America. I have recently been involved within the contact centre, customer service and after-sales support industries for more than seven years.
Not many people know... I own over 100 hats.
Tel: 0207 921 8518 Email: kevin.pearce@ubm.com
Simon Thorpe, Programme Director
I have a wealth of knowledge of customer service thanks to six years’ experience of running influential industry programmes, such as the Top 50, The European Call Centre and Customer Service Awards and National Customer Service Awards. I regularly speak at industry events and I’ve been involved in developing workshops and training programmes at some of the UK’s top call centres.
Not many people know... In 2009, I completed a 13-day trek in the Annapurna mountain range in Nepal.
Tel: 0207 9218507 Email: simon.thorpe@ubm.com
Ashley Williamson, Head of Partnerships
I have been involved with the Top 50 for the last 3 years, taking responsibility for the development and growth of the programme membership. My main tasks include, member set-up, account management, data analysis, training, support and consultancy. Ensuring that at all levels from team managers to c-level executives, the insight we harness is delivered in actionable and innovative chunks for the benefit of all stakeholders.
Not many people may know… I am 1 of 18 siblings!!! I’m also a big time sports fan, so from tennis to tiddlywinks, if it’s competitive I’ll be involved.
Tel: 0207 955 3967 Email: ashley.williamson@ubm.com
Mireille Patoine, Project Development and Research Manager
I have over 6 years of experience in project management, research, consulting, and public relations. I’ve worked internationally with a range of interesting clients in a variety of sectors, from healthcare and pharmaceuticals, to telecommunications, media, high technology, and financial services. Over the years, I have developed a special interest in helping clients harness research and data to drive innovative performance improvement strategies based on best practice in customer service management.
Not many people know… I am French Canadian (hence the complicated-looking name – pronounced “Mer-ay”) and I’m a big fan of all things food-related: cooking, baking, lessons, cookery programmes… and (mostly) eating!
Tel: 020 7921 8511 Email: mireille.patione@ubm.com
Nick Davey, Sales Manager, European Call Centre and Customer Service Awards
I have worked on the National Customer Service Awards, European Call Centre Awards and now the European Call Centre and Customer Service Awards for 4 years now, this has helped me gain a vast knowledge of the Customer Management Industry and its process's.
Working with Customer Service Directors, Marketing Directors, Call Centre Managers means that I can maintain and build the standards on all of our products and help the industry go from strength to strength.
Not many people know... I have a massive hatred for jam and especially hate it on my hands!
Tel: 0207 234 8731 Email: nick.davey@ubm.com
Clare Puddifoot, Head of Marketing
I look after the marketing across our portfolio of call centre and customer management products – as well as other exhibitions, conferences, websites and awards in entirely unrelated sectors. I’ve been working in this market for nearly 10 years and have witnessed the industry’s growth to become one of largest employment sectors in the UK but, regardless of scale, the issues and challenges seem to remain the same! As a team, we strive to ensure that we’re letting you know about the products and services that we offer designed to make your working lives easier.
Tel: 0207 9218526 Email: clare.puddifoot@ubm.com
