Penny Hicks

Penny Hicks

Penny is responsible for project managing our highly successful annual Contact Centre Planning conference.  
A qualified management accountant, Penny spent ten years in commercial finance with a number of blue chip organisations including Reed Elsevier, John Laing and BSkyB. Whilst at Sky she delivered a major workforce management centred change programme. The result was a fully functional and integrated WFM and HR system used across all contact centres. It streamlined processes, empowered advisors, elevated the role of planning in the organisation and improved the customer experience.
Penny is responsible for developing and delivering our Contact Centre Planning conference each year. She also coordinates our relationships with our associate members and other technical vendors, and manages our Scottish local area network and best practice events.


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About us

As an independent association established since 2000, we offer a trusted space for professionals in contact centre, field service, back office or retail operation. Benchmark against the best in class and learn from innovators and pioneers.


Capacity Planning, Forecasting & Budgets
11th February, Manchester
Our new workshop programmes for 2020 are continually updated with examples of the latest developments.

Other Learning Workshops


Customer Strategy & Planning 2020
27th & 28th April 2020
Learn first-hand from practitioners and business leaders who are delivering successful change.

National Conferences 2019
Catch up on the highlights
Annual conferences dedicated to the needs of their communities.

Get in touch

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