Chris is an award-winning Contact Centre professional who has worked within the Industry for over 25 years, holding leadership roles in Operations, Planning, Training and Quality. Working for a number of years at Npower where his last role was Head of Operational Insight – utilising quality, interaction analytics and customer feedback data to drive an improved customer experience.

He originally worked with the Forum between 2013 – 2017 and had a pivotal role in creating and growing our Quality & Customer Experience Forum alongside supporting our members and delivering training & events.

Passionate about Customer & Employee experience he has spent the last 5 years supporting Verint’s customers across the globe to deliver Best Practice Operations working with the WFM practice focusing on front office & back-office planning and management as Head of Operational Management Best Practice.

He re-joins the Forum as a Director to develop further our Best Practice programmes, Learning and Development offerings and support our members.