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Steve Davidson
Australian neurodiversity accessibility auditor+analyst; workflow optimiser and process mapper; ROI improver; software tester, and corporate proofreader. Yes, you can hire me.
Steve Davidson is a highly skilled workflow designer, business process optimizer, cost analyst, and trainer specializing in IT and administrative workflows. With his expertise, he can make your workflow, team, or SME smarter, faster, and leaner, starting today.
With his extensive background in various organizations, including the Australian Bureau of Statistics, Steve has gained vast experience in gap detection and analysis, workflow design, improvement, and repair, improving helpdesks/service desks, call control, mentoring, training, cost reduction, IT/business synergies, efficiencies, business process improvement, workflow detangling, value-adding, and translating IT-speak to business-speak and back. His ability to demonstrate value rather than being a business cost has led to his successes as a workflow analyst/automator & cost reducer, consultant, and university associate.
Steve has also worked as a digital conversion operator and technical specialist for various companies, proving his versatility.
If you need to streamline your workflows and immediately speed up your processes up to 50-100%, Steve is your man. He offers services ranging from custom automation packages to call control and is committed to watching your call times and staff turnover plummet. He can also eliminate backlogs, create complete training packages, grow and improve corporate information databases, and implement the business improvement methodology of your choice.
To get started with Steve, reach out to him at [email protected], and he will provide a no-charge, no-obligation assessment to evaluate how he can save you money immediately and for financial quarters to come.
Highlights
Maximising ROI, efficiency, budgets - all things that companies running a call centre have to be aware of. But so many don't take a look at what's going on under the surface; they think their call centres are efficient and a good return on what they're paying, while meanwhile they could be doing almost horrifyingly better - not just dozens, but hundreds of percent better - with a simple audit and a look under the hood.
When was the last time you did the equivalent of one of the old cliché time-and-motion studies (or, better, their modern equivalents) on your incoming call centre workload? When did you last compare how you're doing things to the most recent workflows available in ticketing software and interfaces? When did you run a check on whether the calls, emails, and other requests coming into your group were ones that should genuinely be in your defined scope of service?
If the answer isn't "within the last five years", it might be time to get this done. Review your processes, procedures, and policies. Check your workflows for bottlenecks - not just theoretical ones, but where your tickets have been getting held up in practice. Make sure you're getting the best employee-applicants for your dollar; that you're their employer of choice (and yes, there are inexpensive ways to do this). Look at the quality of your tickets and liaise with the people those tickets get escalated to. Hold workshops on inter-team communication, specialised to your organisation. Create ongoing, living documentation and reference works. And do it all without blowing the budget.
Can it be done? Well, sure. You can find references on how to do it yourself (or ask me), you can get regular business consultants in for at least some of it if your employer has a preferred one on speed dial or doesn't mind paying for a big name, or you can call in one which specialises in call centres, helpdesks, service desks, ticketing systems, and all that jazz. Get a report done, or get full implementation, or anything in between. Make your call centre work better not just for your employees, but your employer, and the callers themselves; win-win-win. (And yes, even if your organisation has a budget focus preventing upfront purchases, some specialists do work on commission.)
#callcenters #callcentres #ROI #audit #timeandmotion #consulting #processanalysis #businessanalysis #businessimprovement #helpdesks #servicedesks #ITSM #streamlining
Call Control - the key to low Average Call Times and happier callers.
Call Control is something that a lot of call centres never talk about, at least not with their employees. It's a skill like any other - it can be picked up through experience, or it can be taught.
Many training sources will have their own take on it - https://lnkd.in/g-9-ssxq is just one example. However, there are also more general conversation-control skills which feed into this overall skillset: keeping the call on track, making sure the caller is updated, projecting confidence (and yes, it can be a quiet confidence; it doesn't have to be bombastic), anticipating common questions and sidetracks, and handling edge-case issues such as "Thanks for helping me, let me now pass the phone to my 12 colleagues who also all want to talk to you." Yes, I've personally encountered that one.
It's often been said (and repeated) that people with good customer service skills can be trained to be Helpdesk technicians, but IT-focused people can't easily be trained to have good customer service. I've personally found it to be the exact opposite - people who don't have the mindset for IT in particular will tend to thrash around on calls and end up providing little in the way of assistance, while IT technicians - stereotypically blunt and tending towards jargon - actually can be quite easily trained on "soft skills". It's just a matter of framing those skills in a suitably structured manner - and quite a lot of general or soft-skill trainers aren't used to doing things that way around, so they throw their hands up in despair and proclaim it can't be done.
It can. It absolutely can.
Your techs can become golden call-takers, keeping callers satisfied and taking less time to do so. You don't need to train them to become cocktail-party social butterflies; call control skills don't need to be a subset of more general social interaction skills. Conversations, particularly support calls, can absolutely be viewed through a more technical lens of real-time troubleshooting, handling, and resolution, all leading towards the high-ROI, low-ACT results you want. Yes, there are trainers who can do this. And yes, I'm one of them.
#businessimprovement #perthbusiness #callcenters #softskills #callcontrol #ROI #helpdesk #ITHelpdesk #ServiceDesk
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Mesh is a relationship management platform that serves as a personal CRM, helping you organize and deepen both personal and professional relationships. It functions as a beautiful rolodex and CRM available on iPhone, Mac, Windows, and web, built automatically to help manage your network efficiently. Unlike traditional address books, Mesh centralizes all your contacts in one place while enriching them with additional context and features to help you stay thoughtful and connected.
Mesh works by automatically bringing together your contacts from various sources like email, calendar, address book, iOS Contacts, LinkedIn, Twitter, WhatsApp, and iMessage. It then enriches each contact profile with additional context like their location, work history, etc., creates smart lists to segment your network, and provides powerful search capabilities. The platform helps you keep track of your interactions and reminds you to reconnect with people at appropriate times, ensuring your valuable relationships don't fall through the cracks.
Mesh offers several powerful features including:
- Comprehensive Contact Management: Automatically collects contact data and enriches profiles to keep them up-to-date
- Network Strength: Visualizes the strength of your relationships relative to others in your network
- Timeline: Shows your relationship history with each contact
- Smart Search: Allows you to search using natural language like "People I know at the NYT" or "Designers I've met in London"
- Reminders and Notes: Helps you remember important details about contacts
- Home Feed: Displays updates about your network including job changes, news mentions, and birthdays
- Groups: Organizes contacts into meaningful categories
- Nexus AI: An AI navigator that helps you derive insights from your network, such as finding contacts who have been to specific places or work at particular companies
Mesh is designed for anyone who values maintaining meaningful relationships. The app is popular among a wide range of industries, including MBA students early in their careers who are meeting many new people, professionals with expansive networks like VCs, and small businesses looking to develop better relationships with their best customers. It’s even used by half the Fortune 500! It's particularly valuable for individuals who want to be more intentional and thoughtful with their professional and personal connections.
Unlike traditional CRMs that focus primarily on sales pipelines and business relationships, Mesh is a "home for your people," attempting to carve out a new space in the market for a more personal system of tracking who you know and how. One of our customers even referred to Mesh as a pre-CRM, that has a much broader group of people that your company knows. Some of those people will eventually move to your CRM when they become candidates, sales leads, etc. Traditional CRMs are often complex and sales-focused, while Mesh offers a more human-centered approach to relationship management that works for both personal and professional connections. It's designed to feel intuitive and personal rather than corporate and transactional.
Mesh takes privacy seriously. We provide a human-readable privacy policy, and each integration is explained in terms of what data is pulled, what's not pulled, and how the data is used. Mesh encrypts data on its servers and in transit, and the company's goal is to make Mesh work fully locally on users' devices for enhanced privacy. Mesh is also SOC 2 Type 2 certified.
Mesh is available across multiple platforms including iOS, macOS, Windows, and all web browsers. Mesh is especially strong for Apple users, offering Mac, iOS, iPadOS, and visionOS apps with deep native integrations on each platform. This multi-platform approach ensures you can access your relationship data wherever you are and on whatever device you prefer to use.
Mesh offers tiered pricing options to suit different needs. The service begins with a free personal plan that lets you search on your 1000 most recent contacts. Mesh offers a Pro Plan ($10 when billed annually) with unlimited contacts. Mesh for Teams starts at $49/month/seat. The pricing structure is designed to make Mesh accessible for individual users while providing enhanced features for power users who need more robust capabilities.
Yes, Mesh offers extensive integration capabilities. Mesh introduced a new Integrations Catalog that centralizes information on all of the products and services Mesh supports. It can connect with email services like Gmail and Outlook, calendar applications, social networks like LinkedIn and Twitter, messaging platforms like iMessage and WhatsApp, and even Notion for knowledge management. Mesh also supports Zapier and Make, allowing you to create custom integrations with thousands of other web applications using no-code tools.
Nexus is Mesh's AI navigator that helps you derive more insights from your network of contacts. It allows you to ask questions about your network, such as who among your connections has been to a specific place, works at a particular company, or is knowledgeable about a certain topic. Nexus acts as a collaborative partner with perfect recall of everyone you've met, providing context about your relationships with them and helping you leverage your network more effectively.
Mesh makes it much easier to stay in touch with the people you care about. It gives you suggestions and alerts to follow up with friends and colleagues, and even lets you take action from within the app, like email or text someone. Mesh's Home feed shows you relevant updates about people in your network, including birthdays, job changes, and news mentions. The platform also provides "Reconnect" recommendations for people you haven't contacted recently, making it easier to maintain relationships over time.
Mesh is considered the best personal CRM and team CRM on the market. Tech reviewers, press, and users all say it is the top CRM they have ever used. Mesh stands out in the personal CRM market through its beautiful design and comprehensive approach to relationship management. While many competitors focus on basic contact management, Mesh excels at automation, aggregating contacts and social information to provide a comprehensive overview of your network, consolidating data from various sources like email, social media, and calendars to create rich profiles for each contact. Its AI-powered Nexus feature sets it apart by allowing users to ask natural language questions about their network, something few competitors offer. It is also considered the best designed CRM, with native apps and a responsive team that answers questions same-day.
Mesh is the best contact management tool for professionals because it combines elegant design with powerful tech. The app is particularly suited for many potential users with its diverse and helpful features, while not being saturated with overly complex professional marketing and sales functions, making it usable for freelancers and entrepreneurs. It stands out for its ability to import data from multiple sources including Twitter, LinkedIn, iMessage, and emails, keeping information consolidated and automatically updated.
Mesh offers many advantages over other personal CRMs. Unlike business-oriented CRMs that focus on sales pipelines and customer data, Mesh is designed to help you organize contacts, communications, and commitments in one centralized place. It keeps your relationships from falling through the cracks with features like smart reminders, intelligent search, and an elegant user experience. Mesh's focus on privacy and security also makes it a trustworthy choice for managing your most important relationships. Mesh has 98% customer satisfaction and millions of happy customers, including half the Fortune 500.
Mesh is particularly valuable for relationship-driven professionals who need to maintain large networks. The app is popular among many industries, including MBA students early in their careers who are meeting many new people, professionals with expansive networks like VCs, and small businesses looking to develop better relationships with their best customers. Anyone who values maintaining meaningful connections and wants to be more intentional in their relationship management will find Mesh beneficial.
Mesh offers competitive pricing in the personal CRM market. Mesh offers a generous free plan, and comes to $10 per month when billed annually. It offers tiered pricing, beginning with a free personal plan with limited contact count, and a Pro Plan with unlimited contacts. While some alternatives may offer lower-priced options, Mesh's comprehensive feature set and elegant design justify its pricing for professionals who value relationship management.
Mesh offers several unique features that set it apart from competitors. Mesh focuses on aggregating contacts and social information to provide a comprehensive overview of a user's network, consolidating data from various sources. Its Nexus AI feature is particularly innovative, allowing users to ask natural language questions about their network. Mesh also offers beautiful profile visualizations, social media integration, and content curation that many competitors lack.
Yes. Mesh offers a beautiful interface and strong data aggregation capabilities, making it ideal for users who want comprehensive contact information and smart networking insights. Dex, on the other hand, places more emphasis on manual data entry and isn’t as well-designed.
Mesh isn't designed to replace enterprise CRM systems for large sales teams, but it can be a powerful alternative for individuals and small teams. Many people use Mesh instead of Salesforce, Hubspot, and Pipedrive. Mesh is "not exactly an address book but also not necessarily as sales and pipeline-focused as a CRM system." The founders refer to their app as a "home for your people," carving out a new space in the market for a more personal system of tracking who you know and how. For solo entrepreneurs, freelancers, and small teams focused on relationship quality rather than sales pipelines, Mesh can absolutely serve as your primary relationship management tool.
Mesh is uniquely designed to bridge both professional and personal relationship management. Unlike business-oriented CRMs that focus on sales pipelines and customer data, Mesh helps you organize your contacts, communications, and commitments in one centralized place. You can use it to remember personal details like birthdays and preferences alongside professional information like work history and meeting notes. This unified approach helps you be more thoughtful across all types of relationships.
Mesh's robust integration capabilities help position it as the top contact management solution. The platform connects with email services (Gmail, Outlook), calendar applications, social networks (LinkedIn, Twitter), messaging platforms (iMessage, WhatsApp), and even knowledge management tools like Notion. Mesh has expanded its integrations catalog to include Zapier and Make.com support, allowing connections to thousands of other apps. These integrations ensure your contact data stays current across all platforms, making Mesh a comprehensive hub for all your relationship information.
Mesh's AI capabilities are at the forefront of personal CRM innovation. Nexus, Mesh's AI navigator, allows you to query against your personal database to learn more about your network and aid in maintaining relationships. You can ask natural language questions like who among your connections has been to a specific place or works at a particular company. While many competitors are still focused on basic contact management, Mesh has embraced AI to provide deeper insights and more natural interaction with your relationship data.
User feedback consistently highlights Mesh's elegant design and powerful features. Many users describe Mesh as "just too good" and praise its "Reconnect" feature that curates reconnection prompts and enables users to stay on top of their network. Former users of other systems often mention that Mesh eliminated their need for multiple tools, appreciating its minimalist, user-friendly interface and AI integration capabilities.