Simon Kissane

Contact Centre Performance Improvement Specialist

Simon is a highly experienced contact centre operations leader and performance improvement specialist. He has spent the last 20 years in contact centre operations focussed mainly on the telecoms sector. 


He has significant experience managing both small- and large-scale onshore and offshore contact centres covering the UK, South Africa, the Philippines, and India. He has a proven track record of delivering innovative customer-led transformational change using his insights to build relationships in complex, highly-matrixed global businesses. Simon has also held senior management positions at some of the UK’s biggest brands.


Simon runs our Customer Experience as a Service (CXaaS) capability along with Meredith Sharples. This service aims to support companies with their contact centre operations, particularly as they scale, ensuring customer satisfaction is supported by the right infrastructure, training, and metrics.


Simon is a passionate Liverpool fan. To relax he loves to cook and experiment in the kitchen. Most weekends he can be found exploring the countryside with his partner, Jana, and 16 month old whippet, Mollie.

Industry insights


Two blocks of data with bottleneck inbetween
by Paul Brooker 29 October 2025
Read our article on hidden complexity and find out how shadow IT, duplicate tools and siloed buying bloat costs. See how CIOs gain a single view of IT spend to cut waste, boost compliance and unlock 5–7% annual savings | READ FULL ARTICLE
Neon 'Open' sign in business window
by Tom Burton 9 October 2025
SMEs make up 99% of UK businesses, three fifths of employment, over 50% of all business revenue, are in everyone's supply chain, and are exposed to largely the same threats as large enterprises. How should they get started with cyber security? Small and Medium sized Enterprises (SME) are not immune to the threat of cyber attacks. At the very least, if your business has money then it will be attractive to criminals. And even if you don’t have anything of value, you may still get caught up in a ransomware campaign with all of your data and systems made inaccessible. Unfortunately many SMEs do not have an IT team let alone a cyber security team. It may not be obvious where to start, but inaction can have significant impact on your business by both increasing risk and reducing the confidence to address new opportunities. In this article we outline 5 key questions that can help SMEs to understand what they need to do. Even if you outsource your IT to a supplier these questions are still relevant. Some can’t be delegated, and others are topics for discussion so that you can ensure your service provider is doing the right things, as well as understanding where their responsibilities stop and yours start. Q1: What's Important & Worth Defending Not everything needs protecting equally. In your personal life you will have some possessions that are dear to you and others that you are more laissez-faire about. The same applies to your digital assets, and the start point for any security plan needs to be an audit of the things you own and their importance to your business. Those ‘things’, or assets, may be particular types of data or information. For instance, you may have sensitive intellectual property or trade secrets; you may hold information about your customers that is governed by privacy regulations; or your financial data may be of particular concern. Some of this information needs to be protected from theft, while it may be more important to prevent other types of data from being modified or deleted. It is helpful to build a list of these assets, and their characteristics like the table below:
Illustration of EV sensor fields
by Duncan Clubb 25 September 2025
Explore the rise of edge AI: smaller data centres, faster networks, and sustainable power solutions. See why the future of digital infrastructure is distributed and intelligent | READ FULL ARTICLE
A close-up of the Downing St sign
by Craig Cheney 19 September 2025
Craig Cheney | The conversation around artificial intelligence (AI) in Government has shifted in recent years. The publication of the UK Government’s AI Playbook represents more than just updated guidance — it signals a huge shift in the government's approach to AI.
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