Chris Rainsforth, Community Development Manager
0191 2742440

Chris Rainsforth, Programme Leader for our Insight, Quality & Customer Experience communities will be leaving us on 21st July. Over the last 6 years he has played a vital role in building up our communities and developing best practice in these areas. Please join with us in wishing him well in his new role at eg solutions, helping to develop best practice in the back office among their clients. It is a great gift for us to have been able to benefit from his passion and experience and it is very good news that we will continue to see him engaged in our Professional Communities.

Chris Rainsforth 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.)



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