Rob Hartley

With over 20 years of contact centre experience, with a background in contact centre operations in the UK and Europe, I have a strong track record of consistently driving improvements in customer experience. I have held various senior leadership roles and over 10 years of experience working with a variety of outsource partners - onshore, nearshore, and offshore. Those 10 years have given me a mature understanding of the core elements of the outsourcing partnership lifecycle, including procurement, contracting, transition, and establishing and maintaining governance routines. This wealth of knowledge in both in-house and outsourced operations coupled with transformational change has enabled me to help organisations improve their operations and outsource partnerships, increase customer experience and realise business value.