12:35 – 13:10 Benchmarking & Accreditation 

Steve Woosey will lead this session in which two members talk about their experience of using our established planning framework, the benefits of self assessment, benchmarking and the improvement road-map. Richard Aldous, Planning General Manager at Severn Trent Water and Stewart English, Head of Planning at Direct Line Group show how standards benchmarking has supported business improvement.

Steve Woosey, Chief Executive
As Chief Executive of The Forum, Steve is passionate about the promotion of best practice and effective planning in customer contact operations and the professionalisation of this industry through accreditation and qualifications. 

Steve is an award winning industry recognised expert in Contact Centre management. Through his work with both AVIS Europe and The Forum he has managed a successful operation, trained, developed best practice and given on-site support to many individuals and centres across the UK. Part of the industry since 1995, and with exposure to a wide number of centres from all industry sectors, he displays a true understanding of what works in contact centres today and innovation for tomorrow.