Claire Richardson

Claire Richardson is European director of The Workforce Institute at Kronos and senior director of EMEA professional services practice at Kronos, where she works with customers to define and deliver workforce optimisation programmes focusing on employee engagement to drive improved business performance. Richardson is multi-lingual, speaking Dutch, French and German, a product of her ex-pat upbringing, which she credits her understanding and awareness of culture and international working practices to. Her love of language led her into the contact centre industry, where she rose to the ranks of senior leadership at both Aspect Software and Verint Systems, defining workforce management solutions for EMEA customers both inside the contact centre, as well as the wider back office environment. Her passion for language and politics has driven her educational focus; she holds a Master’s degree in International Studies from University of Warwick and a Bachelor’s degree from University of Surrey. One of her favourite modules was War Studies as it looked not only at the history of the time, but also the strategies taken in both winning battles and the larger war. The consequences of decision making are fascinating and have helped her define her style of management and leadership in her own career.