Workshop Benchmarking & Accreditation

Steve Woosey  will lead this session in which our members Michael Brace ( Motability) , Neil Arrowsmith (Tesco Bank Insurance) ,and Stuart Fountain (Yorkshire Building Society )  talk about their experience of using our established planning  framework, the benefits of self assessment, benchmarking and the improvement road-map" Hear how standards benchmarking has supported business improvement and the latest update on the development of standards benchmarking in Quality and Insight.

See practical examples of the benefits gained by other members 
Discuss how this can help you create a roadmap for improvement 
Gain insight into the ways that benchmarking can help to raise standard in customer contact operations 

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.