Dave Vernon
Head of Best Practice

Dave is a double award winning industry recognised expert in Contact Centre planning management. Through his extensive work with blue chip companies such as ntl, Barclaycard, HBOS and The AA he has gained exposure to a wide number of centres from many industry sectors, being involved in major transformational projects in his last three roles. Dave displays a true understanding of what it takes to move large organisation through extensive change to deliver improved performance.

Dave has been in contact centres for over 10 years, with a background originally in operational management, but progressed into planning via administration of Contact Centre technology such as Diallers, before making the final transition into Scheduling and Real Time Management. This diverse path has enabled Dave to gain an insight into all aspects of Contact Centre Planning, whilst still being aware of operational requirements. This has enabled him to transform each of his Planning functions by gaining buy in from key stakeholders, setting clear lines of responsibility across the Contact Centre, then introducing robust processes to ensure delivery of key targets.

Whilst delivering these transformations, Dave has always been keen to try new ideas and working practices to try and stay at the forefront of Call Centre Planning. This has led to him twice winning Innovation Awards with the Professional Planning Forum during his time with HBOS and more recently with The AA, where the little utilised field of Home Workers was employed in a Call Centre environment to deliver increased performance at reduced cost.

Now as Head of Best Practice with the Professional Planning Forum, Dave is keen to use his knowledge to drive best practice in the field of Contact Centre Planning and to ensure that fellow professionals have a body that can support them fully in their role.