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September 2014 News: Which of your team’s achievements would you would most like to see recognised by the industry?


Which of your team’s achievements would you would most like to see recognised by the industry?

September 2014





Will I see you or some of your team at the National Best Practice Seminar on October 16th in Liverpool? Please contact Karen, Ruth or Becky in the events team, now, if you haven’t booked or need help in justifying the time/expense. This year’s event is particularly significant as it launches the new challenges for 2015 in Planning, Insight, Back Office and Quality, shares learning nationally across the groups on Volatility & Flexibility and Speech Analytics and offers an unprecedented mix of practical experience shared by members and other practitioners. We also have some very exciting news to share about our future developments. Don’t miss out! 

More immediately, I want to invite you to take action this month to share your successes in our award programmes. A real boost for the team if you win, many members comment on how much they learn from the nomination and peer-to-peer evaluation process itself.Next month is the deadline for Innovation Award nominations. This is a fantastic opportunity to benchmark yourselves and gain recognition for the team in our best practice showcase. Don’t be put off nominating yourselves or suggesting other organisations. Sometimes the most hesitant and modest entrants take away the top prizes. 

The Planning Forum Hero Awards are the opportunity for youto nominate individual colleagues (in your team or in other organisations). This award is for people at all levels and we especially welcome nomination of 'ordinary' team members who have made a particular contribution - in their own organisation and as part of the wider profession.

There is evidence that recognition really encourages innovation and success, so don’t admire silently, let us know about the teams and individuals in your department whom you feel should be recognised in the industry.And we would also welcome your ideas on other ways in which we can increase recognition of successful planning and support teams. 

For those in the Midlands, South, East Anglia or West, our London Networking Event is on 2nd October. Held as part of the Customer Contact Expo, you can combine it with catching up on the latest technologies and developments, or taking advantage of the free conference sessions that day. This year we have recognised those hosted by Forum members or Awards finalists as suitable for Continuing Professional Development (CPD). As professionals, we commit to regular time to keep up to date and explore new opportunities for improvement. 

We are also starting to plan the 2015 conference this month and would welcome any ideas. Please feel free to email me with your suggestions for the awards or the conference. I also hope to see you on October 16th or at the London Networking event. 



In this edition

* Join us for the National Best Practice Seminar

* See your team's achievements recognised by the industry

*Nominate your Planning Forum Hero

* Take the opportunity to network with industry peers in London

* Celebrate International Contact Center week

* Field planning site visit

* New skills required for the Customer Experience and Quality Forum

*Latest jobs



Training Highlights

Volatility and Flexibility Workshop 3
Across the regions

8th September
Advanced Certificate in Customer Contact Planning and Managementfor Analysis of Data and Speech
Begins on-line

9th September
Specialist Seminar on data in the Back Office
Salford Quays

11th September
Introducing Speech and Text Analytics

23rd - 24th September
Back Office Planning

23rd - 24th September
Planning for Outbound

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


News in Brief

  • Bookmaker places a safe bet on Business Systems call recording: Betfred the world’s largest owner-operator bookmaker have once again selected Business Systems (UK) Ltd as a strategic partner to implement the Red Box Recorders Quantify solution.
  • International Contact Center Week: Sept 10-17th is International Contact Center Week and all around the world tens, if not hundreds of thousands of industry professionals are involved as their companies celebrate our industry.
  • LV= to use Vizolution's vScreen: LV= is to pilot the use of vScreen to deliver an augmented call centre experience using visuals to improve the end-to-end customer journey in Its life and broker insurance divisions.

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

  • 2014 Data Challenge in the Back Office: Sponsored by Aspect and eg solutions, have you booked your places across the autumn? The launch event seminar in Manchester on the 9th September. The seminar review webinar on the 18th September. The Clinics, formingpart of the National Best Practice seminar in Liverpool on the 16th October. The Regional workshops to close the challenge in December. Join in.
  • Field Planning Site Visit: An excellent agenda has been set up for a day at UPC in Dublin who are the main cable provider in this market. The day covers all the aspects of their Award Winning programme around the successful launch of their “Horizon” set top box and how they planned and implemented this end to end. Don't miss out.
  • Data, Insights and Analystics events: We have a full list of events until the end of 2014 for you to get into your diary, as these sessions are filling fast, and we would like all regulars of our community to have the best opportunity possible to be part of these special events. Find out more.
  • New skills required for The Customer Experience and Quality Forum: We have a whole day of sessions focussed on quality – and a separate stream on speech analytics and creating insight – so we don’t want you to miss out. In particular, on 16th October we have some very exciting news to share about the next steps in developing a specialist professional community of best practice for quality and customer experience. Book your place now.
  • Volatility and Flexibility Challenge: The third workshop in this challenge has started this week moving towards the climax at the National Best Practice Seminar. Find out how members have benefited from developing a deeper understanding of the volatility of their workload and the level of flexibility required.

Latest Jobs

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

  • Membership Support (Relationship Management), Leeds @Professional Planning Forum, £20-25K (pro rata)>
  • Events co-ordinator/administrator, Leeds @Professional Planning Forum, £18-22k (pro rata)
  • Executive Assistant, Leeds @ Professional Planning Forum, £18-22k (pro rata)
  • Real Time Manager, Accrington @ Lancashire County Council, £26.5-30.3k
  • Senior Planning and MI Analyst, North East, £Competitive +bens
  • Dialler Analyst, Belfast @hibu, £30-35K +bens
  • Forecasting Analyst, Nottinghamshire, £20-27K
  • Resource Co-ordinator, East Yorkshire, £28-34K
  • Resource Planning Analyst, S.East, £25-30k +bens
  • Resource Planning Manager, South West, Up to £35k +bonus +bens
  • Part- Time Resource Manager and Talent Deployment, Yorkshire/North West£40-55k base +bonus +bens (pro rata)


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

Douglas Jackson




Do feel free to forward this newsletter to colleagues or to email me if you do not wish to get the regular newsletters.

With best wishes,

Steve Woosey,
Chief Executive,
Professional Planning Forum




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