DR. ALAN G. DOWNE
Dr Alan Downe is with the Faculty of Management at Malaysia’s Multimedia University (MMU) in Cyberjaya. Originally from Canada, he has lived in Malaysia since the year 2000 and has worked as a business educator in various locations throughout the country. His research and teaching specializations focus on strategy and operations in service industry firms, particularly customer contact centres. His work has included studies of talent management, inter-firm alliances, technology adoption, services marketing and outsourcing related to customer care, helpdesk and other business processes.
Dr Downe has been active in the CCAM for over fourteen years, serving on a variety of Association task forces and committees. He has been a judge for the National Contact Centre Awards on seven occasions and has been a frequent speaker or panel member/moderator at industry conferences. He was appointed to the Executive Committee in August 2015.