Performance & Quality Workshop: Managing Risk 

With so many other regulatory changes in 2018, take this opportunity to gain & share ideas about risk assurance, compliance and how this can support a great customer experience. How do we respond effectively to changing data privacy law (GDPR) or changes specific to sectors such as in finance?


Ian Robertson is Insight & Customer Experience Specialist at The Forum. He has worked in the customer contact centres for the past 15 years, starting out as a customer service advisor dealing with correspondence, inbound and outbound calls and emails.  This provided him with the insight of customers and the frontline roles that has been the foundation for his subsequent roles.  Ian then worked as a quality coach with onshore advisors as well as offshore outsourcers.  Over time this gradually migrated to a more analytical role, drawing insight from NPS surveys and comments, then using this to help shape the quality framework.  For the last 5 years Ian has been working with Speech and Text Analytics, using this to provide valuable insight into the customer experience and journey, and also improved feedback and coaching.  Ian was part of the team at British Gas that won an innovation award in 2011 for using Speech Analytics to drive sustained behavioural change. Ian is passionate about producing relevant and engaging insight and using this to support people in providing a great service.  He is here to support our members in such topics as Speech and Text Analytics, effective engagement, multichannel analysis, producing relevant insight and using their quality framework to drive the right behaviours.

Pete Dunn is Quality & Customer Experience Specialsit at The Forum. He came from npower as Quality Manager bringing a passion for gaining, sharing and using as much knowledge as possible in quality assurance, regulatory requirements & risk governance, project delivery, stakeholder engagement and continuous improvement activity with the aim of helping everyone to deliver the best possible customer service experience. He has worked in the customer contact industry for almost a decade, working for the last 3 years with in-house and on/offshore partners on Quality Control, Assurance and Management Framework design, development and delivery as well as managing teams of Analysts and Senior Analysts in day to day assurance activity across Front and Back Office functions. He also coached one of the inaugural Quality Analyst of the Year winners, has been commended as a Rising Star and was awarded the Challenge Award in 2016.