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.