A long standing member of the contact centre community; Alison has spent many years successfully leading contact centres in the financial services, energy and home shopping industries. Alison works for HomeServe and has held a number of leadership positions in their contact centres before making the into a strategic role focusing on Contact Centre strategy and transformation. In this role Alison has helped the Contact Centre leaders think about the future rather than just focusing on the day to day. This has led to HomeServe really focusing on Customer pain points and putting in solutions to fix them. This has led to investment in solutions to support automation plus a focus on making life easier for frontline users.