Caroline is an experienced people leader and head of contact centre across financial services and retail. Having spent 3 years at Nisbets, she accomplished: an award winning contact centre - Achieved 3rd place in the Top 50 companies for Customer service Awards in 2016 (first time of entering), 2017 won the South West Contact Centre of the year award (in house medium sized contact centre, 2018 winners of South West contact centre – Best People Engagement, Best Use of Technology awards. 13 percentage point reduction in colleague attrition throughout 2018 – best practice shared with wider business. Delivered a cultural transformation resulting in 87% colleague engagement.

Having worked in the contact centre industry for over 20 years, I am incredibly proud to have been closely associated with the SWCCF for 8 of those years. Being an active member of the forum has been invaluable for my centre, we have been given so many opportunities to meet with, and spend time in other centre’s where we have been able to share ideas, challenges and discuss best practices. We also actively support some of the fantastic events arranged by the forum, Agent Fest, SWCCF Awards, quarterly forum events as well as the various working groups - these have become a key part of our yearly calendar and where possible we try to support as many of these events as possible.

An advisory board member since the Forum’s inception, Katy has nearly 25 years’ experience in contact centre recruitment and consultancy. Katy co-founded Red Recruitment in 2001, now one of the UK’s leading contact centre recruitment specialists. Katy is well known as a passionate promoter of the contact centre industry and its opportunities.

Having worked in the contact centre industry for over 25 years, and part of the SWCCF for over 6 years. I am honoured to be asked to be part of the advisory board. Membership of the SWCCF has enabled the centres I have been involved with to learn from the best in class, adopt best practice and themselves become leading centres. As chair of the Senior Managers group I get to discuss issues affecting our industry and support from some of the best leaders in the industry. I have worked across most sectors from Finance to telecoms and am currently Specialist Frontline Manager for DHL Express.