Paul van Ladesteijn

Current

• senior consultant/interim manager at BRW Groep
• portal managerat http://callcenter.startkabel.nl (Self-employed)

Education

• COPC
• Essential Skills and Knowledge for Effective Incoming Call Center Management
• PION

• COPC
• Vrije Universiteit Amsterdam

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2 more...

Connections

169 connections

Industry

Management Consulting

Websites

• Callcenter Startkabel
• BRW Groep
• Europese Contactcenter Norm

Paul van Ladesteijn’s Summary

Paul van Ladesteijn is a senior consultant and interim contact center manager. He has more than 10 years experience in the contact center industry, working for customer service organizations of banks, telco's, airlines, public service companies, facility call centers etc.

Paul is truly is customer contact expert and has improved quality and efficiency for many contact centers. Doing the thing right AND doing the right things is constantly on his mind. Paul also wrote many articles on contact center management subjects.

Paul van Ladesteijn’s Specialties:

- Contactcenter: organization and process design, management consultancy, IT consultancy
- Interim management: manager contact center
- COPC Registered Coordinator
- Workforce Management consultancy: software selection and implementation, forecasting, simulation analyses
- Projectmanagement: Probaat, DSDM, Prince-2 variance
- Business case, balanced scorecard, management information

Paul van Ladesteijn’s Experience

• senior consultant/interim manager

  BRW Groep

  (Privately Held; 11-50 employees; Management Consulting industry)

  January 2005 — Present (3 years 11 months)

  Consultant with BRW Groep, a consulting and interim management firm specialized in contact centers.

• portal manager

  http://callcenter.startkabel.nl (Self-employed)

  (Self-Employed; Myself Only; Management Consulting industry)

  November 2002 — Present (6 years 1 month)

  Portal manager of http://callcenter.startkabel.nl, a quality portal for the (Dutch) callcenter industry, inhouse customer service contactcenters etc.

Paul van Ladesteijn’s Education

• COPC

  Registered Coordinotor, 2005 — 2005

• Essential Skills and Knowledge for Effective Incoming Call Center Management

  1998 — 1998

• PION

  1987 — 1988

• COPC

  Yellow Belt, COPC & Six Sigma, 2006

• Vrije Universiteit Amsterdam

Additional Information

Paul van Ladesteijn’s Websites:

• Callcenter Startkabel
• BRW Groep
• Europese Contactcenter Norm

Paul van Ladesteijn’s Interests:

contact centers, call centers, performance management, organizational development, strategic planning, business process redesign, work force management, COPC, Six Sigma Personal interests: Field Hockey (coaching and training), italian cooking, skiing

Paul van Ladesteijn’s Groups:

CEN - Chairman of the Dutch Committee for European Contact Center Standard,
VCN - Chariman of the Expertgroup Performance Management

•    Contact Center Group
•    ICMI Membership Community
•    Contact Center Professional
•    Dutch Contactcenter Innovators
•    Dutch COPC Registered Coordinators
•    M.H.C. De Reigers