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April 2014 News: Final conference news, site visit programme announced and more

Final conference news, site visit programme announced and more…

April 2014


Customer Contact Strategy and Planning 2014 is now under three weeks away and the final arrangements for the event are almost complete. The best practice guide for the year has gone to print and copies will be sent out to all members at the end of the month. The guide again shows some real developments in our industry, combining new case studies, research and thought leadership. This year there will also be video materials available post conference for those who were unable to attend. We hope to release these throughout May and June adding to the great content available from last year’s conference and the national seminar, all available on Planning Forum TV.

New at this year’s conference is the executive clinics, an opportunity to spend time with senior leaders from our industry, to ask for their viewpoint and get an understanding of what our senior stakeholders are looking for in their support teams. It’s your chance to meet with the likes of Richard Brimble, Director of Organisation Development at Affinity Water, Jonathan George, Operations Director at Barbon Insurance, James Keegan, Director of Customer Service at QVC, Keiron Sanders, Deputy Director, Resources, Planning and Performance at HMRC, Sven Hill, Group Online Measurement Manager at Belron and Paul Smedley, Chair and Founder of the Professional Planning Forum.

It has been an exciting start to the year with the launch of the Volatility and Flexibility Challenge proving a huge success as over 50 organisations take on the challenge of quantifying their volatility, understanding their flexibility requirements and building them back into their plans. The first round of workshops are now complete and we will be sharing some of the findings in the Volatility and Flexibility session at the conference.

The other fantastic news is the latest graduates from the BSc programme, with 25 students completing either the Advanced Certificate or the Advanced Diploma in the last few months and our first BSc in Customer Contact Planning and Management students now two thirds of the way through the final year and progressing well. Congratulations to them all.

We have now finalised the site visit programme for the year, giving you the chance to visit the innovation award finalists and experience firsthand the excellent work they have done. These visits are available free to members using one of their membership places or to non members at a cost of just £250 plus VAT. With visits to all 17 finalists there is something for everyone so why not take the chance to experience best practice first hand.

I look forward to catching up with those of you lucky enough to be coming to Brighton and for those who are not able to make it, watch out for the release of the video content.

With best wishes,

Steve Woosey,
Professional Planning Forum



In this edition

* Customer Strategy and Planning only three weeks away

* New executive clinics

* 2014 Site visit dates launched

* Introducing the Back Office education and best practice programme

* Free Webinar: How do you integrate the customer experience?

*Understanding Volatility

*Sharing stories from the P&Q Challenge

* Latest jobs



Advanced Certificate in Customer Contact Planning and Management (for Speech Analysts)

Training Highlights

14th April
Advanced Certificate in Customer Contact Planning and Management (for Speech Analysts)
Course begins on-line

14th May
Introducing Speech and Text Analytics

14th - 15th May
Real-time Master Class

3rd - 4th June
Forecasting Methods

10th - 11th June
Advanced Certificate in Customer Contact Planning and Management (for Analysts)

14th-15th May
Advanced Certificate in Customer Contact Planning and Management

Click here to review full calendar.


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Contact Us
The Professional Planning Forum is the independent industry body promoting best practice in contact centre resourcing and planning.

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 - on-line, in training or in our events and activities.

Back Office Education and Best Practice Programme 2014 with Strategic Sponsors Aspect and eg solutions
We are delighted to announce our 2014 Back Office Best Practice and Education programme, supported by strategic sponsors, Aspect and eg solutions. The programme will address the number one challenge identified by members of our back office/processing community, that of obtaining data in this environment. Read more.

How do you integrate the customer experience?
Tuesday 15th April at 2:00pm BST, join us for a free Webinar hosted by the Professional Planning Forum's Colin Whelan. Building on the 7 habits of organisations that currently deliver a more integrated omni-channel experience, Matt Hey from CACI helps us understand more about the key questions you’ll need to be asking to define your channel strategy and how that should inform your vision for the customer experience you need to deliver. Register now.

Considerations for understanding volatility
What are the different channels that need considering when measuring workload volatility and how do they affect each other? One of the first exercises and discussions from the Volatility & Flexibility workshop is to write down all the different channels that need consideration. Read the full report.

ICO and UK mobile operators unite to fight spam text
Our industry has been blighted by unsolicited text messaging for the past 2 years and with the ICO (Information Commissioners Office) really looking to get tough in this area it is great to hear about some proactive measures being taken.The ICO are going to utilise a piece of software that allows them to receive real time information about spam attacks from the main mobile operators and therefore quickly identify breaches to current legislation and issue the relevant penalties. Read more on this from our colleagues at the Direct Marketing Association.

Sharing their stories from the P&Q Challenge
On the 27th April in London, the first two cohorts of the P&Q Challenge met to share their stories after successfully completing the 6 month programme. It was a great day where it was proven that aligning your thinking to a common framework can create a multitude of ideas, and change the way you think when looking at enhancing your approach to Performance and Quality in your organisation. SOHA Housing, CPM – UK, Harrow Council and Serco were all award special achievement awards celebrating their success. You can hear from these and others at the Performance, Quality and Customer Experience Forum on the 29th April in Brighton.

Latest jobs

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

Resource Planning Analyst @DAS, Bristol, to £25K doe
Real Time Analyst @EE, Darlington, Competitive +bens
Senior Resource Planner, Scotland, £not disclosed
Resource Planning Manager, North West, £45-51K base doe +bens
Resource Manager – Workforce Management & Talent Deployment, London, £45-54K +bens +bonus
Planning & Scheduling Analyst (6 month FTC), Surrey, £24K +bens (pro rata)
Senior Resource Planning Manager, North East, £43k - £65k + Car (£4k), +bens +Bonus
Senior Resource Planning Manager, South Wales, £43k - £65k + Car (£4k), +bens +Bonus
Senior Resource Planning Manager, Scotland, £43k - £65k + Car (£4k), +bens +Bonus
Head of Workforce Management Europe, Midlands, To £80k base +car allowance +bonus +bens

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



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