London and South East Contact Centre Conference 2018 Speakers
Our 2017 London and South East Contact Centre Conference keynote speakers are:
CHAIR: Jackie Naughton, Founder and Managing Director, BYC Aqua Solutions
Jackie Naughton is the founder and managing director of BYC Aqua Solutions UK Ltd, an independent Outsourcer offering various Quality Solutions to companies throughout the UK, South Africa, Australia, Indonesia and Singapore. BYC specialises in measuring customer delivery via the contact centre medium and provides a unique reporting system that allows complete measurement and delivery of results to various stakeholders.
Jackie’s role for her previous employer was executive director of their European operations and client base consisting of 4,500 workstations across 13 various European countries. She gained enormous experience whilst working in all continents globally in understanding the key elements of operating a successful contact centre operation.
She has successfully designed, implemented and managed many customer sales and service environments during her two decades of working within the arena, covering UK, Europe, United States, Asia and Africa.
BYC is an organically grown company that started in quality management 15 years ago. Based in Cape Town, her team now consists of over 150 qualified quality assessors who fulfil 100,000’s QA assessments per month on behalf of their client base, consisting of all business sectors.
BYC has won various industry awards for their services to the contact centre industry and continues to focus on ensuring optimum return on investment through the effort of QA assessments. BYC is also ISO 9001-2015 certified.
Chloe Marsh, Head of Engagement & Communications, RHP Group
With experience in Communications, L&D and HR, Chloë’s passionate about the link between highly engaged employees and better business results. Her expertise have helped RHP to be named as the most innovative housing provider in the UK three years in a row, gain Investors in People Platinum and place number 7 in the 2018 Great Place to Work list.
Over the past two years, her team have been integral in getting both customers and employees ready for the launch of RHPi, the UK’s first digital only housing service. They’ve continued to build engagement across all digital channels and today 70% of interactions are made online.
Pauline Geldard, Head of HR, RHP Group
Pauline has a wealth of HR experience at both strategic and operational level, gained across the private, public and not for profit sectors.
Pauline is passionate about delivering an exceptional employee experience and maintaining leading level of employee engagement. Her expertise has helped RHP Group achieve Platinum standard in Investors for People and be placed number 7 in the 2018 Great Place to Work list.
Zeta Antoniou, Digital Assist Partner Manager, Three
Zeta has worked in the Contact Centre industry since 1998 where she started her career with Delta Air Lines at Europe’s first multi lingual contact centre. After 12 years in the airline industry, she moved to Telecommunications and firstly worked for BT where she set up an outbound contact centre. Zeta started her career at Three 6 years ago as a Performance Manager for Retentions overseeing the commercial performance of the outsource partner. She then took a Customer Support Manager role where she was responsible for the performance of the offshore teams on Complaints and played an instrumental role in changing Three’s position at Ofcom from the worst complaint mobile Operator to the least. The last 3 years, Zeta has been involved in setting Three’s Assisted Digital Strategy, she deployed a webchat operation across the website and the app. She has led and manage the development of this new channel and executed various initiatives to improve customer experience and efficiencies gaining external recognition. The team has received 4 external awards in the last 2 years.
Craig Miller, Head of Planning, Three
Craig has worked in the Contact Centre Industry since 1999, beginning his career as an Outbound debt collecting advisor for HMRC. Having worked his way through the various Contact Centre management roles, Craig became Head of Contact Centre Planning for HMRC’s UK debt collection centres in 2012. He then joined Three UK in 2013 in a similar capacity where he is now responsible for performance delivery of 4,000 advisors across both Onshore and Offshore locations. During this time Craig has witnessed many changes in customer behaviour and technology which have changed how Contact Centres operate, however the current transformation programme within Three UK which will offer an amazing digital experience and support Three’s ambitious customer service ambitions, is exciting and is expected to bring the most significant change to the Contact Centres traditional operating structure.
Outside of work life, Craig has 2 girls aged 5 and 7 and still manages to make time to travel from his home in Glasgow to Liverpool where he maintains a season ticket, much to his wife’s annoyance.
Darron Burness, Director, DBOMCS
Darron worked at the Automobile Association for 26 years. In July 2015, following a short spell working in India, looking particularly at business improvements on a new joint venture with TVS, Darron was asked to manage the AA’s remote ‘Teleworking’ team. With no previous call centre experience, however a vast knowledge of the business and excellent networking skills, Darron and his team delivered a reduction in AHT of over 30 seconds and increased customer satisfaction along with a quality score. 26 years of working in a fast paced Emergency breakdown environment, Darron has always been focused on a ‘one team’ ethos, listening to frontline staff and management team to deliver exceptional customer experience time after time. Darron left the AA in 2018 and is currently working as an independent CX consultant.