With numbers up 10% this conference was the chance to share recession-beating strategies that improve customer experience while reducing costs to deliver a simpler customer journey.
Read the full conference report and see copies of presentations
Keynote speakers included Phil Dourado, the leadership guru, and Mike Finnegan, sports psychologist behind ashes-winning England Cricketers and fast-rising premier league football teams. The conference offered the choice of over 25 diverse workshop, discussion and case study sessions, including the chance to hear from all the finalists in the 2009 Innovation awards and attend awards gala. Nowhere else will you find this rich mix of topics or such a networking opportunity, focussed specifically on your needs and that of the colleagues and partners with whom you need to work to deliver change in your contact centre.
Contact Centre Planning is the biggest event of its kind in Europe. This is the must-attend event for MI analysts, resource planners, contact centre managers, directors and others interested in operational strategy and the role of planning/management information in delivering change. The 2009 conference is being held in the West London Novotel, with its outstanding conference facilities and accessible location.
Why attend?
An unparalleled opportunity to be stimulated and inspired by a wide range of initiative and innovation, inspire your teams with the chance to meet and network with leading specialists and experts in the areas of contact centre planning and analysis across Europe. A great incentive for the best performers, the rich information can be brought back and shared with colleagues.
Contact Centre Planning 2009 is a great opportunity to learn from industry leaders and keep up-to-date with new developments. It brings together participants from all industry sectors to learn about best practice in delivering improvements in contact centre performance and customer experience across the front and back office.
Many members bring key management as a team, to discover how other organisations balance the needs of numbers with people and focus on the experience of the customer.
Insight and best practice
The 2009 conference opens major new areas of keen interest to our members. The agenda will include dedicated paths for our new Strategy Network and the Management Information, Resource Planning, Back-Office, Outbound Planning and Public Sector forums.
The conference theme - delivering the customer journey - gives a focus for discovering ways in which effective planning and information can help organisations remove the silos that get in the way of a great customer experience. Where does the journey begin that leads to a call or email? What’s the end point? Do we take customers along the best route?
This year's conference provides ideas and opportunities for front and back-office operations of all sizes and in all sectors - whether handling inbound, outbound, electronic or multi-media contacts. We look at analysing the root cause of a customer contact, creating management information and targets that drive the right behaviour and building an integrated resourcing strategy that supports life-style planning and home-working.
Learn from the industry's innovators
Success does not happen by accident and the conference brings together a remarkable range of speakers, research, case studies, workshops and discussion forums to help you identify what you can take back to help your own organisations improve and develop.
Following the well-proven success of previous conferences, the forum's benchmark research and case studies from the contact centre innovation awards form the core of the conference agenda. Alongside this we have an outstanding range of contributions from experienced industry professionals.
Using the planning forum's renowned methods, the conference is a unique chance to learn from an immense and eminent gathering of the industry's specialists and experts - to learn what works and what doesn't. It's about how we make things happen and about the day-to-day tasks that make up our jobs. We need the right policies and processes in place, if we are going to raise the bar as well as doing all the basics brilliantly, like getting the calls answered quickly and resolving the issue that led the customer to call in the first place!
Recognition
The conference is well known for a fantastic mix of serious work and lots of fun. The Gala Awards Dinner for the Innovation Awards is held on the final night of the conference - ending on a real high note. The middle night of the event is a more informal but equally lively networking evening. Such events provide a great chance to meet people in a way that builds relationships.