James has a long history of working on the front lines of customer service. For over 6 years, he's managed the helpdesk team of 123 Online, LavaBox's small business digital agency. With an in-depth understanding of the systems that drive an efficient helpdesk architecture, James is passionate about helping organisations deliver service excellence at scale.
James's implementation approach centres on getting the right cases on the hands of the right agents based on skill set, and setting up workflow rules to get teams working in a rhythm top to bottom nothing slipping through the cracks. He believes in the commercial value of exceptional service and manages his projects with that same spirit.
When James isn't building beautiful helpdesk architectures, he's exploring the esoteric world of martial arts, psychology, technology and raising his two awesome kids.