Gavin is the owner of ServiceLab, a South African firm focused on enabling businesses to improve their customers’ journeys. This enables the business to deliver exceptional customer service at all touchpoints, adding value to their customers and ensuring sustainability.
Gavin has over 20 years’ experience in the customer service industry and has been instrumental in shaping the customer processes of several organisations. He has worked in many areas of the contact centre industry, giving him a deep understanding of most customer touch points and how to streamline these to improve the customer experience.
Most recently, Gavin was a founding partner of iChoices, an award-winning contact centre outsourcing company, where he used his extensive knowledge and experience to enhance the customer experience of client companies.
iChoices was sold to BankservAfrica, where Gavin stayed on as the CEO of their contact centre division, playing a key role in establishing the vision and strategies for BSV IS – a wholly owned subsidiary of BankservAfrica that focuses on the BPO industry.
As a past chairman of the CCNG (now CCMG) as well as a founder member of SACCOM (now BPeSA), Gavin has been an integral driver of the call centre and BPO industry in South Africa.
Gavin’s passion for creating the best customer experience focuses attention on:
The customer services team
All of these are inextricably linked into one goal with measurable outputs which enable your business to exceed expectations and have a motivated workforce that delivers exceptional service.
More than a consultant, Gavin will entrench himself into your business by building sustainable relationships and ensuring that the value he adds to your business enables you to achieve your strategic objectives.
Mobile number: 082 829 2769