I’m currently leading our Channels & Insights team and strategy for EE, BT and Plusnet Contact Centre communications.
Within this I’ve been responsible for the design and delivery of a major transformation programme to change the way we communicate to our 68 UK contact centres and partners across UK, Ireland and India (approx.18,000 employees).
Leading the way on a series of 50 forums across our UK estate to build a cross section of representation from all areas to shape next steps, we’ve evaluated our options from six key vendors and designed a bespoke solution with our frontline feedback in mind.
Securing an investment of £156,000 CAPEX with £2M operational revenue requested to support these changes and a new vendor relationship, we’ve deployed a new way of working with a leadership engagement focus in mind to make sure our people feel fully informed and supported in their day to day roles.
More about me and my background at https://leannemichelle82.wordpress.com