Check out our 2024 speakers!

I am an award-winning industry recognised expert with 20+ years’ 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 years at The Forum developing, 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.