Ingredients of the contact center outsourcers' secret sauce

Chris has specialised in WFM for call centres for 20 years, helping organisations of all sizes to up their game with workforce planning. Be it inaccurate forecasts, failing consistently to hit SLA, firefighting on the day, getting poor schedule adherence or just struggling with time-consuming and error-prone manual processes - Chris has seen it and can help find a solution.

Ed is Resource Planning Manager at contact center BPO ResQ. He has over 25 years of experience in contact centers, working with staffing budgets from as little as $3m to $400m, both in-house and BPO. He has a track record of streamlining processes for accuracy and efficiency while working to an agenda of marrying customer journeys to agent lifecycles and work-life balance. He's recognized for delivering a holistic approach to WFM to achieve business goals.

John is the co-founder and CEO of contact center BPO Ascensos. With over 27 years of experience in the BPO and CX arena, John has partnered with leading global brands such as KFC, Peloton, Aldi, B&Q, and Polo Ralph Lauren. Prior to forming Ascensos in 2013, John held senior leadership positions at beCogent and Teleperformance. In 2021 John was recognized as a Regional Winner and UK National Finalist at the coveted EY Entrepreneur of the Year awards.

Layne is Forecasting & Planning Manager at vacation and air travel operator Jet2. He previously worked for one of the UK’s largest contact center BPOs, with responsibility for workforce management and capacity planning. He oversaw significant, sustained growth for a blue-chip banking client. In his current role, he has led his team through a period of unprecedented challenges, in an industry that even in normal times has to manage large seasonal variations.