Hi all, I'm Pete! I started my career in the contact centre industry after graduating without any idea of what was next! Whilst looking for a "real job" I discovered my passion for quality management, customer experience, and problem solving.
I lead on client engagement at BPA Quality UK, a company that provides global Quality Assurance and Improvement solutions and services for contact centres. I sell, consult, and positively disrupt industry thinking on behalf of BPA Quality, helping our clients achieve their quality goals and enhance their customer satisfaction and loyalty.
I have over two decades of experience in the contact centre field, working in various roles and capacities, from quality manager to business process architect to managing director of my own consulting firm.
I am also a quality geek, always eager to learn, share, and innovate on quality best practices, methodologies, and tools. I enjoy collaborating with other professionals and industry leaders, and I am always open to new opportunities and challenges.
30-Nov-2023Employee & Customer Experience TheatreBy the numbers - the unintended consequences of "measuring what matters"