About Flare

The Flare team have walked in your shoes as owners of many customer contact channels across a range of service companies. For the last 15 years we have solved operating model challenges and implemented dozens of enabling technology projects spanning voice and digital channels, founded on customer centricity but aligned with maximising business value. This head start, enables us to help you reduce risk early and deliver successful projects.

Our Sweet Spot

The contact centre domain and its relationship to the surrounding technology, processes, and people is our strength. Clients quickly realise that our depth of experience in all things contact centre both allows us to move quickly to add value but more importantly often define a different root cause than was understood by the business. Our emphasis is to solve the root cause, not just develop a list of quick wins and band-aids. This thinking empowers the business, strengthening its position when defining solutions and dealing with vendors.

All this becomes even more critical in an agile delivery model as our expertise has been described by clients as bringing the benefits of the waterfall detail into the agile world, all at 10% of the effort versus the traditional BA led discovery. The idea is to get on the front foot early so the solution being designed is fit-for-purpose.

Some of Our People

Hamish Stewart

Hamish blends his analytical strengths with his ever-growing interest and knowledge of human contact behaviour. He has a professional career of over two decades in the area of customer channel strategy and behavioural economics and has been instrumental in the significant adoption of self-service for many customer service organisations in Australasia and Internationally.

Richard Yelash

After more than a decade of experience as a business owner of customer facing channels, Richard is now at the forefront of helping clients design, build and operationally leverage these systems and operating models. He has been responsible for developing and executing numerous step-change initiatives in large customer services organisations delivering a significant number of solutions in front of, and within contact centres.

Mauricio Hernandez

Leveraging his decade of experience working around Contact Centre operations, Mauricio co-founded the Flare Design Business Analyst and Testing disciplines. A skilled practitioner, with a talent for people management, Mauricio brings extensive experience working in and alongside Contact Centres, capturing business needs and translating these into detailed designs blending technical and detailed design knowledge, experience with real life customer usability.

Sai Vivekananthan

Sai brings over a decade working within the outsourced Contact Centre market and even longer consulting with business in and around their operations. His extensive experience in transformation projects, procurement and even operationally managing Contact Centres provides Sai a unique view and understanding of the opportunities to improve efficiency in these environments.