I am an award-winning industry recognised expert with 20+ year’s experience in Contact Centre planning management. I have held senior planning positions at blue chip companies including ntl, Barclaycard, HBOS and The AA delivering transformational projects in each.
I have been at the forefront of driving best practice in contact centre planning through my 9 years as Head of Membership at The Forum developing formal degree qualifications programs, judging awards and writing industry articles all with the aim of professionalising the contact centre planning industry.
I have also utilised these skills in a supplier environment at Aspect Software as a Principal Solutions Consultant ensuring that current and new customers alike are delivered high quality solutions to facilitate transformational improvement within their contact centre environment.
As Director of Membership & Best Practice I use my breadth of industry knowledge to continue professionalising the contact centre planning industry and raising standards in customer operations.