Speakers

Nicola Callan is a Director at The Forum having previously been our Head of Learning & Engagement from 2014 – 2017. She is responsible for the operational and people elements of our team, and for the individual engagement of our members with our programmes. Nicola is passionate about identifying, building and developing strengths and in creating the right conditions that release our potential and that of those around us. Nicola started her career in the travel industry working in customer facing and management roles in Spain and in the UK. A move to a consultancy firm in Financial Services generated experience in process definition and improvement methodologies before moving into customer journey mapping and quality assurance. Prior to leaving Financial Services, Nicola specialised in organisational redesign and colleague engagement. Additionally, she has significant experience in people leadership principles and is an active coach and mentor.

Dee Chapman is Programme Support Manager at The Forum. She previously worked at Essex & Suffolk Water where she was Customer Services Manager. In addition to leading the programme support team, Dee is focussing on programme planning and delegate experience. She has worked in the customer contact industry for nearly 16 years, working predominantly in improving quality and customer service and lowering customer effort. Dee has over 24 years’ experience in people management and leadership as well as project management, training and coaching. 
Dee won a Rising Star award in 2015 for her work in improving quality and coaching.

Sven Hill is Head of Planning & Insight at Autoglass® responsible for Contact Centre & Field Planning, Call Quality and Business Intelligence functions. An experienced awards judge and MBA holder with over 18 years’ industry experience, he won the Innovation of the Year award in 2011 & was a Forum Hero award winner in 2016. Sven is actively involved in combining planning and analysis best practice, to deliver constantly improving customer experience and business results across all channels.

 

Dale Owen is a Resource Optimisation Manager with over 13 years’ experience managing teams in contact centre, project and retail resource planning. A firm believer in best practice and developing resource planning capability, Dale has led a number of key initiatives including “Planning for Success”, which promotes planning capability via bite sized, online learning and “Resource Advocates” which was a key success factor in the advocacy and use of a new WFM tool rolled out to over 15k community banking colleagues in 2017.