Event: Improving Performance in the Contact Centre Seminar Series

Speakers and Host Companies

About Business Systems
Business Systems is the UK’s most experienced implementer of call recording, quality management and analytics solutions. As an independent, the company offers a choice of leading industry solutions, which utilise performance measurement software to score, train and report on performance throughout the organisation. As industry experts, the company provides unbiased advice on the ‘best fit’ solution to ensure maximum return-on-investment alongside full implementation, consultancy and maintenance services.
About NICE Systems
NICE Systems is the leading provider of Insight from Interactions™, based on advanced content analytics - of telephony, web, radio and video communications. NICE's solutions improve business and operational performance, as well as security. NICE has over 23,000 customers in 100 countries, including the world's top 10 banks and over 75% of the Fortune 100 companies. More information is available at www.nice.com.
About CCA (Call Centre Association)
As the contact centre industry has become established, the CCA has become an increasingly important voice in promoting best industry practice. CCA membership is a vibrant and unique community of over 750 corporate members made up of contact strategists and practitioners.
Anne Marie Forsyth
Chief Executive, Call Centre Association Anne Marie was a founder member in a non-executive capacity for the Call Centre Association (CCA) in 1997 before taking over as CEO in 1999. The CCA is the Professional Body for Customer Contact, supporting over 750 corporate members in variety of ways including developing a best practice standard and Framework. As a graduate of Strathclyde University, Anne Marie started her career in chartered accountancy with Coopers & Lybrand. She has since worked in a variety of senior roles for Philips Telecom, Johnson & Johnson Medical and Network Scotland. Anne Marie is passionate about customer service and is a regular speaker on related topics both in the UK and abroad.
Sandy Bartlett
Assistant VP, Quality Assurance, Saxon Mortgage, Fort Worth, Texas Sandy Bartlett has a wealth of experience in the design, implementation and management of contact center quality assurance systems. With over 15 years of contact center experience Sandy is a key player in delivering Saxon's passion for superior customer service. This has enabled the company to grow its service portfolio to $25 Billion across one hundred and sixty-three thousand US-based customers. Sandy will present their winning strategies for developing quality using the latest technology and techniques.
Martin Roberts
VP of Marketing and Business Development, Nice Systems Martin Roberts is Vice-President for Marketing and Business Development with NICE Systems in Europe. Originally trained as an engineer, Martin was soon attracted to the dark arts of marketing and has over 30 years with organisations such as BT, Mitel, Securicor, Racal and now NICE. He has extensive experience of using innovative technology to enhance customer service and now, with NICE Perform™, Martin’s mission is to explain how its advanced analytics can make a real contribution to business success.
Brent Bischoff
Brent Bischoff has worked in a broad range of contact centres across the globe, ranging from one of Australia’s major telecommunications companies in Sydney to a global outsource provider, based from Glasgow. He has been responsible for setting up and monitoring numerous client projects from different market sectors such as public sector safety, telecommunications, finance, insurance, information technology and retail, consulting in both inbound, outbound and blended environments. Brent has helped contact centre organisations at various stages of the quality development cycle, including start-up and helping to evaluate and improve established programmes. The experience that Brent brings to contact centre management helps ensure effective quality monitoring to maximise the potential of the business.