Managing director, Blue Sky, part of Capita
Since 1992 Sally has built, led and directed teams in customer service and sales, delivering outstanding results. She has extensive experience of developing and executing learning strategies within the corporate market, particularly financial services.
Sally's career highlights include: working in partnership with Camelot on a highly creative employee engagement programme which propelled them from 43rd to 13th in the Times ‘Best Companies to Work For’ listing; and working with one of the world’s largest banks to inspire and develop 6,500 call centre advisors worldwide and significantly improve customer satisfaction. She has worked closely with many blue chip brands including MBNA, Charles Schwab, LEGO, Scottish Water, Royal Mail, RBS Group, DWP, Scottish Water, HSBC and O2.
“The new economy of service skills which Blue Sky talk about a lot – requires customer service employees to have a greater emotional intelligence so they can better empathise and connect with the customer; a higher IQ or level of intelligence in order to be better problem solvers in today’s service world; and critically what we call ‘conversation intelligence’ – this is the ability to drive conversation that creates ease for the customer and consequently gains their loyalty."