Chris Rainsforth,Community Development Manager, Programme Lead of Quality & Customer Experience Forum
0191 274 2440
Chris is the programme lead for the Quality and Customer Experience Forum and also drives our work on Speech Analytics, with a view to better supporting our members around these topics.
Chris has been in the Customer Contact Industry for over 15 years and has worked in both in-house and outsource contact centres. He has held roles in Operations, Training and Support Functions. Before joining The Forum in 2013 he worked for one of the UK’s largest energy provider as Service Insight Manager, a role created for me to bring together internal quality, external customer feedback and Speech Analytics data to truly deliver a triangulated approach to Insight. He was also responsible for developing a new quality framework across 5 sites and over 3000FTE which resulted in winning a number of industry awards.
Chris is extremely passionate about delivering great service and empowering our people to do their very best on every interaction they have with customers. He is here to support our members on topics such as Quality Assessment, Csat/NPS, Speech Analytics and also support their work on multi-channel (webchat, social media etc.)