Founders
Some of the organisations that are actively sponsoring and participating in the Ministry of Performance Include:
Bright was founded in 2000. Bright provides both benchmarking services and consultancy to contact centres to help them evaluate their performance and then implement change programs to improve both effectiveness and the efficiency of their customer interactions.
Mats Rennstam
Mats has 20 years experience from the contact centre industry, working all over Europe with companies such as Teleperformance
and Frost & Sullivan. He became MD of Bright in 2004 and is a frequent public speaker and judge in the contact centre industry.
He has been a keynote speaker at several events over the last few years speaking about contact centre trends in general and
specifically; performance management.
horizon2 are experts in delivering immediate operational improvement through better use of customer communications. horizon2 use behavioral analytics to understand all facets of customer behavior, what drives customer perception and how to drive and measure long term advocacy and loyalty across all contact channels.
Duncan White
Duncan has delivered conversation analytics based projects for some of the UK’s biggest companies, achieving tangible,
commercial performance improvements in many different markets. Using behavioural analytic models to understand the drivers
of ‘good’ call outcomes, horizon2 redesign contact strategies and structures, develop quality management progammes and design
agent skill training to help deliver immediate operational improvement.
Infinity CCS is one of the UK’s leading providers of technology consulting and software to contact centres, helping to equip agents with the tools they require to make them effective and assisting in the automation of processes to improve productivity and manage performance.
Carl Adkins
Carl Adkins, MD and Founder of Infinity CCS is a recognised consultant and architect of contact centres. Carl and his team
have helped their clients build integrated contact centres using their software but most importantly; applying the experience
of ‘what works’ to deliver the best from people, processes and technology. Carl is also a regular judge for the European CCF awards
and is an industry expert on contact centre technology.