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Oct/Nov 2014 News: Announcing the 2015 Membership Programme


Announcing the 2015 Membership Programme

Oct/Nov 2014




At our recent National Best Practice Seminar, we announced our 2015 Membership Programme which represents a significant development in the life of our community. We have already shared this news extensively since, but I would like to be quite certain that all our community have a chance to hear about what we offering, what this means for you and offer you the chance to speak with one of our specialist team. 

Firstly, please do also take the chance to look at the presentations from the seminar and watch the videos as they go up over the next few weeks. And why not sign up for Professional Accreditation, which is now available for professionals in planning, insight and quality, to ensure your capability is recognised. 

What is the 2015 Membership Programme and what does it mean for you?

As champions of best practice and professional development in customer contact, we are widely recognised as an innovative, inclusive and independent community of professionals who stimulate collaboration, continual learning and customer focus. To this end, significant continuing investment by the Forum has created world-class programmes:

  • Our first Best Practice Challenge inspired massive focus and value for many members in 2014
  • Partnership with the Ulster University Business School means that our learning & development programmes now give access to University Qualifications.
  • Standards Benchmarking has seen the first Planning functions complete a successful Standards Audit.
  • Accreditation for your personal skills is now available in all our professional communities.

The 2015 Membership Programme is your invitation to develop the capability of each professional support function, to raise standards and drive improvements that deliver your business imperatives. Three distinct Forums create focus for many specialist teams, with new Conferences, Challenges and Individual Awards. Our world-class programmes will become available to them all, building on the remarkable and established success of the Planning community.

  • Professional Planning Forum – aligning structure and resource so that the operation can deliver strategic priorities, while balancing the needs of colleagues, customers and the business.
  • Quality & Customer Experience Forum – putting customer engagement at the heart of operational performance culture and customer communications, across every channel.
  • Data, Analytics & Insight Forum – bringing together business functions to develop mechanisms that turn information into actionable insight and improvement activity.

As customer contact channels and behaviours change, functional teams increasingly need to interact together as well as with numerous, broader business areas. The over-arching community will now be called The Forum. 

Key Forum events, such as our annual Customer Strategy and Planning Conference and the Innovation Awards, will still draw all the Professional Forums together. If you would like to find out more about what this means for you, email me at 

I hope you find the articles in this newsletter of interest, and consider attending some of the events we list on the right hand side. 

Warm regards,

Steve Woosey,
Chief Executive,
The Forum



In this edition

* 2015 Membership Programme announced for our Forums

* Catch up on the sessions you missed at the National Best Practice Seminar

*Take the final chance to get involved in the 2014 Data Challenge in the Back Office

* Join us at the Customer Engagement Summit in London

* Latest Jobs



Training Highlights

5th - 6th November
Real-time Master Class

11th - 12th November
Forecasting Methods

13th November
Introduction to Planning: Resourcing & Planning Insights

20th November
Introducing Speech & Text Analytics

25th - 27th November
Advanced Certificate in Customer Contact Planning and Management

Click here to review full calendar.


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Contact Us
As champions of best practice and professional development in customer contact, The Forum's aim is to raise standards in Customer Operations.

Contact us to find out more.
+44 (0)333 123 59 60


What's new? Best Practice Round Up

Find out what members are up to and what’s new in the Planning Forum world - online, in training or in our events and activities

  • National Best Practice Seminar 2014: You can now view the presentations from the day on our website. We will be adding videos of the sessions throughout November. Catch up on the sessions you missed.
  • 2014 Data Challenge in the Back Office: Regional Educational Workshops. Sponsored by Aspect and eg solutions, these free regional 1 day workshops to be held on 2nd and 4th December in London and Warrington are learning workshops for members who have joined this challenge and an opportunity to share their learning and lessons following the launch seminar in September and milestone session in October.Join in.
  • Customer Engagement Summit, Friday 28 November, Victoria Park Plaza, London: Join us at this event, run by Engage Customer, where Paul Smedley and Nicola Callan from The Forum, will be running round tables on the topic of digital customer engagement throughout the day. This is a chance to engage with over 50 speakers, plenary keynotes, two streams, new roundtable programme, drinks party and 500 delegates.Read about the full line up.Register now for a joined-up customer experience event to inspire change and drive customer and employee engagement, performance and profitability. For a SPECIAL FREE TICKET for ‘End Users’ click on promotional code and enter CES14PPF and save £195+VAT.

Latest Jobs

For more details on these and a wider range of available positions, look online.

  • Resource & Planning Manager @Gold Medal Travel, Preston, £35-£40k
  • Senior Forecasting and Planning Analyst – Business Support, South West, £26-£33K + bonus + bens
  • Senior Forecasting Analyst, South East (South Coast - Hampshire), £25-30K, doe + bonus
  • Resource Planning Analyst, South East, up to £28k
  • Scheduling/Planning Manager (Contact/Call Centre), Scotland (Central Belt), Up to 40k + bonus + bens
  • Real Time Manager (Performance Management), Lancashire, £25-£30K + bens
  • Forecasting & MI Manager, East Midlands, £42-£45K + bens
  • Scheduling & Planning Analyst, Yorkshire, £20-£25K + bens
  • WFM Manager, Leeds, £Not Disclosed
  • Dialler Manager, Glasgow, £25-£30K + 30% bonus


For more details on these and a wider range of available positions, look online.

Douglas Jackson







(c) Professional Planning Forum 2000-2014