Shared vision; specialist skills and
Our executive team leads the business in line
with the requirements of the customer contact marketplace and in
order to help our clients achieve the best possible business
outcomes from customer contact. ContactPartners' founding
directors form a closely knit team that has guided the business
since its inception in 1999. View our executive team biographies.
Our solutions specialists are customer contact
technology and process experts that inform customer contact
strategies and enable the design, implementation and ongoing
optimisation of solutions that deliver value from day one.
Our account and project managers have an
unwavering commitment to quality and customer satisfaction.
Experienced relationship managers, they manage the day to day
relationship with our clients and oversee the timely delivery of
any 3 rd party deliverables to our exacting quality
Our extended network comprises clients,
industry experts, thought leaders, academics, best-in-breed
customer contact service and solutions providers and specialist
customer management consultancies. This rich network enables
us to identify industry trends before others, access specialist
insight and intelligence and include 'best of breed' technologies
in our solutions.
We judge our performance against key performance indicators
agreed with each client at the outset of the working relationship,
as well as our own client-centric performance management
Interested in joining ContactPartners? If you're
passionate about rewarding contact and want to work in a dynamic,
fast-paced environment, why not email us at
Russell Hopcraft Founding Director
Russ co-founded ContactPartners (formerly
ClicktoCall) with Paul Harvey in 1999 based on a shared vision for
creating rewarding customer contact.
Today, Russell has overall responsibility for strategic
direction and partnerships. He is ContactPartners' chief
solutions architect and has personal involvement in each and every
client engagement. Russ is also responsible for building and
maintaining ContactPartners' enviable network of industry
Starting out as an engineer in 1982, Russell was heavily
involved in some of the biggest changes the communications
landscape has seen: from the humble beginnings of cordless phones,
answering machines and faxes through to the first non-BT telephone
systems and then mobile phones. Moving into senior
technically-driven sales positions, his achievements included the
successful launch and management of some of the UK's earliest call
centre operations, such as pan-European technical support centres
for Symantec and 3Com. After a formative experience in the
contact centre industry, Russell became Development Director for a
NASDAQ-quoted telecoms billing solutions company where he bridged
the gap between client & market demands and the in-house
development team; a focus that soon saw him advising senior
management on the future direction of the company. Finally,
Russell's passion for cutting-edge technologies led to his
involvement in the launch of some of the first PC-based Radio (and
later TV) Broadcasting play-out centres.
Clients; ensuring ContactPartners’ continued industry expert status
Innovation, energy, inquisitive thinking, problem solving abilities, positivity
Win-win relationships, elegant solutions (both industry-related and from science and nature e.g. bio-mimetics), fine wines and iconic cars. Russ has also been a professional musician (well, a drummer!) and, over four years, performed a ‘nut and bolt’ rebuild of a light aircraft (a Luscombe Silvaire called Juliet Uniform)
Paul Harvey Founding Director
Paul co-founded ContactPartners (formerly
ClicktoCall) with Russell Hopcraft in 1999 based on a shared vision
for creating rewarding customer contact.
Today, Paul's main focus is client management and commercials.
He engages closely and regularly with clients, overseeing the
quality of work and continuously seeking to add value to their
customer contact operations.
Before creating ContactPartners, Paul spent over 15 years in the
financial services industry, starting with Sun Life of Canada
before moving to TSB Property Services, then Lloyds TSB after the
merger of the two organisations, and, finally, Liverpool Victoria.
During this period, Paul held a variety of roles, varying from
independent financial advice to senior, national sales management
in the latter years. Paul's extensive experience represents a rich
legacy that has influenced ContactPartners' core values: commitment
to providing best of breed technologies, independence and
objectivity, and a genuine desire to get to grips with the business
challenges organisations face today.
Delivering the highest levels of customer satisfaction; ensuring ContactPartners meets its strategic objectives
Focus on results, teamwork, fairness, attention to detail, tenacity, objectivity, humour
Achieving the best business outcomes for clients, innovative technologies, exploring new countries and motorbikes. Paul is also an avid and active supporter of his local youth theatre and the Chairman of the Oxford Youth Football League
Gilbert Toppin Non-Executive Director
Gilbert Toppin is a senior professional who has
held a succession of board level roles, including CEO at EEF (the
manufacturers' organisation) and Senior Partner and COO for
European consulting at Deloitte.
Gilbert currently holds Non-Executive positions for technology
businesses, and also advises technology and telecommunication
clients on business strategy, revenue generation, growth,
transformation programmes, M&A, business development, and
At Deloitte he led the business process reengineering, programme
management, and e-Business practices, amongst others, defining and
delivering major projects to the Financial Services, Energy,
Utilities, Telecommunications, Consumer Products, Business Services
and Public sectors.
Gilbert's early career focused on economic development projects
in Asia, Africa, the Middle East and South America. He also
led UK and Russia's privatisation programmes and many global
large-scale technology projects, such as Vodafone's programme of
He is co-author of
Business Consulting, for The
Economist, a leading book on business and technology services. Top priorities:
Successful and sustainable growth for ContactPartners; major client relationships; development of new services
Energy, lateral thinking, positivity, honesty, rigour, team player
Helping technology businesses thrive, diving, exploring Pre-Colombian ruins in Latin American rain forests. Gilbert also works with Coram, the children’s charity
Carolyn Moody Finance and Administration
Carolyn has over 15 years' specialist finance and
Since 2004, Carolyn has been responsible for ContactPartners'
finance and administration and the smooth day-to-day running of the
organisation. She provides full financial management including:
credit control, accounts related customer service, sales analysis,
management reports, all aspects of payroll, VAT and monthly and
From 1999 to 2006 Carolyn was
co-founder and co-owner of an accountancy practice focused on
providing a full range of accounting and compliance services for
small limited companies.
Before this, Carolyn was an Assistant
Accountant and a freelance book-keeper. Her early career was
spent in Marketing and Advertising for a US publisher.
Smooth day to day running of ContactPartners and its continued financial stability and success; creating close working relationships with clients, partners and suppliers
Supportive, approachable, organised, good sense of humour, generosity
Teamwork, getting things right, family and friends, eating, drinking and holidays!
Nina Brooke Marketing
Nina is an experienced Marketing professional with
over 20 years' international experience in services and technology
marketing gained in customer management, consultancy, enterprise
software, outsourcing, telecommunications and not for
A marketing consultant since January 2010, Nina has managed high
profile and interesting programmes including ContactPartners'
repositioning and rebrand in June 2012. Today, she works with
the company to guide its marketing and communications
Previously, Nina was Marketing
Director for EEF, The Manufacturers' Organisation and the
repositioning and rebranding work she led was recognised by the
Gold award for 'Best Rebrand by Sector: Manufacturing' and the
Bronze award for the 'Best Implementation of a Rebrand' at the
prestigious European 'Transform' awards ceremony (April 2011).
Before this, Nina was Head of
Marketing for Verint Witness Actionable Solutions across
EMEA. She moved to this post following Verint's acquisition
of CM Insight in 2006 where she had been Marketing Director since
2002. Prior to this, Nina was Marketing Manager at 7C, after
9 years with AT&T performing various Marketing roles in
Brussels, Paris and London.
Ensuring ContactPartners’ successful rebrand; building its brand and generating demand for services
Creativity, energy, focus on results, integrity, objectivity, considered but decisive
Building distinctive brands, articulating compelling and relevant propositions, French ‘brocantes’ (buying lovely, interesting ‘things’!) and renovating old properties