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PEOPLE | PROJECT | KNOWLEDGE | ENGAGEMENT

Your customers demand better - a better experience, their choice of service
channels and easier ways of doing business. Achieving this means your people
adapting to this new world of challenge and opportunity. Whatever your operating
model or technology, it'll be your people who make it work.

At Develop Life, we have three decades' experience working with businesses like
yours to achieve your key business objectives. Our experience will enable your
future success, and that success happens through deep people engagement, working
at all levels of your organisation to bring your Vision to life. Our Mission is
to engage your people with your service, sustainability and environmental Values
to ensure the optimum overall experience with the lightest touch.

Principal Consultant Peter Venn works with a network of trusted professionals
with experience in all areas of people, process, technology and operational
management, and in key industry sectors of IT & Telecoms, Utilities, Banking &
Finance, Automotive and Travel. This gives you the assurance that we will
deliver on your business goals every time.

Our corporate responsibility extends to helping non-profit start-ups, global
education initiatives and professional industry bodies, and as part of this,
Peter is now a Council member of the Contact Centre Management Group (South
Africa) and the Chief Learning Advisor for TRS Events and Consultancy, Cape
Town. He's also relaunched his learning resource BusinessPotential, and has
created a number of completely free career development courses that are
available here.


PROGRAMME AND PROJECT MANAGEMENT


WE WORK ON BUSINESS-CRITICAL PROJECTS TO ENSURE YOU KEEP AHEAD OF THE
COMPETITION, WHETHER THROUGH AN ENTERPRISE SOFTWARE IMPLEMENTATION, A STRATEGIC
TARGET OPERATING MODEL, A PEOPLE DEVELOPMENT INITIATIVE, A STRATEGIC CHANGE
MANAGEMENT OR A SERVICE MIGRATION.


OUR EXPERIENCE OF THE OUTSOURCING AND OFFSHORE BPO MARKETS DELIVERS YOUR PROJECT
ON TIME AND TO BUDGET.READ MORE →


KNOWLEDGE MANAGEMENT AND ELEARNING


LINKING PERSONAL LEARNING WITH PRACTICAL, "ONE-CLICK" ACCESS TO INFORMATION,
QUICKLY BUILDS EMPLOYEE CONFIDENCE AND PRODUCTIVITY.


WE CREATE A RANGE OF COMPLETE ELEARNING COURSES, SPECIALISING IN CONTACT CENTRE
ROLES, THAT INTEGRATE INTO YOUR LEARNING MANAGEMENT SYSTEM - AND ALSO PROVIDING
FREE ACCESS FOR INDIVIDUALS THROUGH OUR CORPORATE RESPONSIBILITY INITIATIVE.READ
MORE →


PEOPLE DEVELOPMENT AND ENGAGEMENT


OUR BESPOKE PEOPLE LEARNING, DEVELOPMENT AND ENGAGEMENT PROGRAMMES ENABLE YOUR
PEOPLE TO TRULY REPRESENT YOUR BRAND AND ACHIEVE YOUR BUSINESS OBJECTIVES.


PROGRAMMES CAN BE TAILOR-MADE TO YOUR SPECIFIC NEEDS AND BE DELIVERED IN-HOUSE
OR IN A BLEND OF PART-CLASSROOM, PART ELEARNING AND PART "ON THE JOB" EXPERIENCE
THAT COMPLETELY CONNECTS THE LEARNING WITH ITS APPLICATION AT WORK.READ MORE →


CONTACT CENTRE CONSULTANCY


WE HAVE A SUCCESSFUL TRACK RECORD IN NEW OPERATIONAL SET-UPS, BUSINESS
TRANSFORMATION, OUTSOURCING, OPERATIONAL RECOVERY AND PERFORMANCE IMPROVEMENT
INITIATIVES.


WITH EXPERIENCE IN UTILITIES, BANKING AND FINANCE, TRAVEL, TELECOM, AUTOMOTIVE
AND THE PUBLIC SECTOR, WE HAVE ENGAGED ON OUTBOUND AND INBOUND CUSTOMER SERVICES
AND SALES OPERATIONS FOR BOTH B2B (BUSINESS TO BUSINESS) AND B2C (BUSINESS TO
CONSUMER).READ MORE →


OMNI-CHANNEL CUSTOMER SERVICE


ORGANISATIONS THAT DO NOT EMBRACE MULTI-CHANNEL AND OMNI-CHANNEL SERVICE
DELIVERY WILL DIE. WE UNDERSTAND DEVELOPMENTS IN CUSTOMER DEMAND AND CAN HELP
BUSINESSES LIKE YOURS TO INCREASE BUSINESS WHILE REDUCING COST BY ENGAGING WITH
EMERGING TECHNOLOGY AND INCENTIVISING YOUR CUSTOMERS TO SELF SERVE WITH YOUR OWN
OMNI-CHANNEL SERVICE DELIVERY STRATEGY.


CREATING THE CUSTOMER MOTIVATION TO CHANNEL SHIFT, WHILST ENABLING YOUR PEOPLE
TO SERVE IN A VARIETY OF MEDIA, WILL HELP YOU TO FUTURE-PROOF YOUR
ORGANISATION.READ MORE →


OFFSHORE AND SHARED SERVICE STRATEGIES


WE HAVE LEARNED AND OVERCOME THE CULTURAL CHALLENGES OF OFFSHORE SERVICE
DELIVERY AND HAVE EXPERIENCE IN INDIA, SOUTH AFRICA AND THE PHILIPPINES.


OUR PEOPLE-CENTRIC APPROACH ENGAGES WITH DIFFERENT CULTURES, ENCOURAGING THE
BEST COLLABORATION FOR SUCCESS, WHILST WE ALSO HAVE A TRACK RECORD IN CREATING
OPTIMAL OPERATIONAL PERFORMANCE, WHETHER IT BE PURELY OUTSOURCED OR A
CO-SOURCED/SHARED SERVICE OPERATION.READ MORE →


RECENT CASE STUDIES

Here is a brief selection of recent projects, led by, or with significant
contribution from Peter Venn, our senior consultant.

OMNI-CHANNEL SERVICE PARTNER PROCUREMENT

End to end procurement & set-up of a Contact Centre delivery partner for a high
profile London Council

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CUSTOMER SERVICE SET-UP

Leading a strategic customer service set-up for a new UK Bank

Full-size image

OFF-SHORE SERVICE PARTNER MANAGEMENT

Ensuring quality & customer experience for a major Telecom Brand through
delivery partners in India, S. Africa and the Philippines

Full-size image

GLOBAL CRM ROLLOUT

Developing strategy for a blended learning solution to support the
implementation of a key-critical CRM system

Full-size image


CHAT BOTS FOR CONTACT CENTRE AGENT SUPPORT

Learn how we worked with a leading global travel firm to provide a chat bot help
system to support 3,500 resort reps in over 120 destinations. More...


OUR FREE LEARNING COLLABORATION IS RELAUNCHED

We've relaunched Businesspotential.com, in memory of friend and colleague Dr
Tahir Khan. 100% funded by Develop Life, we curate some of the best free
learning courses on the internet, along with associated articles, quizzes and
downloads. The target audience is anyone wanting to develop themselves or their
career, without having to spend money on commercial courses. Go there...


DEVELOP LIFE - A GOOD BUSINESS CHARTER COMPANY

We're delighted and proud that Develop Life has been accredited as a member of
the Good Business Charter, by achieving high standards of responsible business
behaviour, including:

 * Commitment to Customers
 * Treating the environment with respect.




WHAT PEOPLE SAY


OFFSHORE SERVICE MIGRATION

SIMON DURTNAL - TRANSFORMATION DIRECTOR AT HGS - HINDUJA GLOBAL
SOLUTIONS/FUJITSU

Peter's skills can be justified through his involvement in numerous diverse
projects he has helped to deliver successfully throughout a major global
transformational change programme. His professional approach, calibre and
ability to complete and deliver projects and workstream have been exceptional.
Overall Peter is an exceptional individual and one that will contribute greatly
to any change programme.


BLENDED INDUCTION

HELEN MARSH MCIPD, DIRECTOR AT CREATIVE HR (CONSULTANCY)

Peter's creative interpretation of contact centre induction and training was an
inspiration to me. His knowledge of NLP is a definite bonus. His reputation for
delivering excellent quality to tight deadlines went before him. He is always
personable and adds a definite sparkle of motivation with his engaging style of
presentation and humour.


GLOBAL CRM ROLLOUT

SUE HANCOX - INDEPENDANT CONTACT CENTRE CONSULTANT

Peter is the consummate professional.He is passionate about everything he does,
has an energy that is contagious and a depth of knowledge of training and the
training arena that is difficult to match. Peter is also incredibly loyal and
supportive, you can ask Peter to undertake an activity and know that it will be
completed with flair, within time constraints and tick all of the right boxes,
both for the business and the individual. It's been my absolute pleasure to work
with Peter on a number of projects in a number of different companies and I
would recommend Peter and his work without any hesitation, he's one of the 'Good
Guys.


4G STARTUP IN INDIA

PAUL SCOTT - MANAGING DIRECTOR AT 3WKS

Peter worked with us on a large scale learning and development work stream in
India. The work was very demanding and required Peter to collaborate with
several senior stakeholders in the business to create a management development
programme for a national 4G service provider.

Peter's work was exceptional. He quickly gained the respect of the client and
delivered a highly innovative and effective 5 day intervention.

Peter's a true team player and consistently delivered quality contributions to
both his own and other work streams. I would have no hesitation in recommending
Peter for similar work.


PROJECT MANAGEMENT

DAVE HOPKINS - PRINCIPLE CONSULTANT AT COMSPECTIVE LIMITED

Peter has been working with our team since 2008 providing his expert knowledge
and experience over a number of assignments. Peter is high respected both by his
work colleagues and with clients and is a valuable asset to our business.

I would highly recommend Peter for any client assignments and can assure a
successful delivery with the highest quality of assurance against his work.


L&D/KNOWLEDGE MANAGEMENT

MIKE GURNER MLPI, MCT - HEAD OF TRAINING, QUALITY AND KNOWLEDGE MANAGEMENT AT
THE OPEN UNIVERSITY

I've worked with Pete on and off for almost fifteen years now, and he's one of
the most reliable, committed, genuine and likeable people I know. He dedicates
himself fully to whatever task he's involved with, and his charm, sense of
humour and charisma will make sure that he brings people with him.


MANAGEMENT CONSULTANCY

CRISTINA GOANTA - PLANNING TRANSFORMATION PROGRAMME AT WESTMINSTER CITY COUNCIL

Peter is a great leader, who brings together deep understanding of the Contact
Centre Industry, excellent people management, a creative mindset &
problem-solving skills of consulting.

Our goal is to ensure our customers will receive a positive, efficient and
consistent Customer Service experience and Peter was fully involved in selecting
the new Contact Centre Partner, defining and driving the standards &
performance. Very results driven and upbeat, he always gets creative with ideas
& opportunities and challenges traditional practices. Bringing his coaching
experience in providing support and direction within a changing environment, it
was very easy for him to engage and align all the stakeholders.

It was a great pleasure having the opportunity to work directly with Peter.


INDUSTRY AWARD

#5 IN "MOST INFLUENTIAL PEOPLE IN THE INDUSTRY" - 2014 - PETER VENN

"Most of the people on the top 10 list work for large organisations and can rely
on their co-workers for many of their votes. It is therefore a testament to his
character that Peter Venn appears so high on the list despite his role as an
independent consultant. Peter was one of the very first people I met when I
joined the industry and the training sessions he did with me & my colleagues in
the early 1990s still inspire me to this day."

Peter is one of those people that everyone enjoys working with. His passion is
contagious and his desire to get the best out of himself and others is
undoubtedly a key reason why he ranked so highly in the voting. As one of the
voters said "Peter is the guy you always want on your team".

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© 2022 Develop Life Ltd. All Rights Reserved. Contact Peter Venn
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