Breakthrough Performance: the power of professionalism in customer operations 

Karl Brough, GM at Sitel and Lifetime Achievement Award winner reveals key strategies for breakthrough performance that release the potential of individual customer professionals to make a difference.Karl worked his way up from handling telephone calls and shares his top tips from a lifetime of experience of how to deliver the success that has given him the chance today to lead a large, diverse and well-respected outsourced operation from many highly regarded global brands.
See how Sitel develop talent within the business, set up an environment for individuals to strive for excellence, encourage continuous improvement and collaborates with clients to drive improvements for customers.
Chaired by Martin Hill Wilson , (Director of BrainFood Consulting ) , himself a lifetime achievement award winner, this session includes the chance for your own questions. 

Karl Brough is a ‘home grown’ success, having worked for Sitel for over 25 years in a variety of positions. Karl originally started at Sitel as an inbound adviser on the Bureau in 1990.  Karls roles at Sitel include Operations Manager, Business Development Manager, Site Director and in 2013 he was promoted to UKIN Regional Director. In 2014, Karl was honoured to receive the European Call Centre and National Customer Services Award ‘Lifetime Achievement Award’ for his service in the contact centre industry. Karl is responsible for Sitel’s contact centre service in the UKIN region.