30 July 2010
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Professional Planning Forum Homepage Minimize

The Professional Planning Forum exists as an independent industry body, to promote best practice and professionalism in contact centre planning. We offer research, advice, accreditation, training and member support to help every centre develop the confident skilled analysts that are key to contact centre improvement. Why do it by yourself, when our team of independent experts is here to help you get the results and the recognition you deserve?
      

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2010 Contact Centre Innovation Awards Minimize

Seven winners gained prestigious innovation awards for outstanding initiatives that improved their operations as places to work and to contact.  The overall winner was Scottish Power, with individual category prizes being taken by Harrow Council, HM Revenue & Customs, Netflights, Shop Direct and lastly, Ventura who scooped two.

Read more by clicking here
      

Latest posts in our Discussion Forum Minimize
RE: Totalview AHT Calcuation vs ACD AHT Data
Hi Rob, If outbound calls are actioned while the user is in a Wrap code then this may be picked up as the AHT is the average of the Talk Time and Wrap Time added together. Actioning work inbetween calls will not have any impact unless they are not using Wrap when required and Wrapping outside

RE: Outbound Fundementals etc
Hi, Can anyone share opinion of which is more reliable to use and efficient for Predictive dialler,Genesys or Altitude? Thanks,

RE: New WFM Research
Thank you very much for getting back to me. Are you aware of any contact centre in the Kent area that use this product that might be wiling to let me come and see it in action?
    

2010 Best Practice Guide Minimize
      

New to the site? Start here ..... Minimize

If you are new to the site, why not look at our top links, to see the pages other people visit most, or look at the key topics - to see the new workstreams in management information, back office and outbound planning, homeworking, lifestyle planning and the public sector forum.

Take a look at the latest newsletter for this month's news, register online for our latest webinars, or find out about our seminars and training programme. 
      

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The list below shows the next few events coming up in the forthcoming weeks. You can download a full pdf above or click on events/full calendar to see all upcoming events online.
      

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Aug26 North West Local Networking Group

The latest networking event for planners in the North West.  For more information on the group click here

Sep14 Foundation Certificate in Contact Centre Planning
Bewleys, Manchester (map)

The perfect course for someone new to planning or wanting to brush up on the fundamentals.  Full details available by clicking here.

Sep15 Site Visit to Nationwide and Scotland Local Networking Group
Dunfurmline (map)

A chance to visit one of the Innovation Awards Finalist to see how they plan to be the best.

This is also  the latest networking event for planners in Scotland. For further information on the group click here

Sep16 Site Visit to Prolog and Midlands Local Networking Group
Nottingham (map)

A chance to visit one of the Innovation Awards Finalist to see how they plan to be the best.

This is also  the latest networking event for planners in the Midlands. For further information on the group click here

Sep21 Partner Event - Call Centre and Customer Management Expo
Birmingham (map)

Call Centre & Customer Management Expo is Europe's no.1 exhibition and conference for customer contact and customer management solutions. It brings together leading suppliers and visitors under one roof, offering a blend of integrated customer solutions, cutting-edge education offerings and unique networking opportunities. For more information please visit our website www.callcentre-expo.com. 
    

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