Significant changes in operational policies and procedures require skills and knowledge that takes resourcing and planning to a different level, beyond the technical and administrative role that used to be common in many centres.
But our benchmark research shows that most planners still do not get the support and training they need.
We offer specialist professional development for contact centre resource planners and analysts.
The Planning Forum's hugely popular certificates in contact centre planning set a benchmark for making effective use of planning and analytical skills within the contact centre industry. We offer a clear development path, with training, mentoring support and formal recognition of your skills.
Find out more by clicking the links below:
The foundation certificate in contact centre planning
The specialist certificate in contact centre planning
The advanced certificate in contact centre planning
Specialist two day training courses for planners and analysts
Management workshops
The new skills & career framework can help you identify the new skills you need to influence improved performance
Please contact us using the contact details on this page if you would like to discuss your training needs in depth with one of our consultants.
"Consistently getting the right resourcing levels requires complex, specialist skills. In the past, new people have been given little or no help - their value recognised only after they've moved on. Experienced planners still struggle to find time for their own development."
This course gives a comprehensive introduction to the planning methods and management information required to efficiently deliver outbound campaign targets. For more information click here
The perfect course for someone new to planning or wanting to brush up on the fundamentals. Full details availabe by clicking here.
Our new two day course is for specialists looking to learn and develop their approach to planing for back office departments. The course can be also taken as part of a one-year Specialist Certificate in Back Office planning, which combiens monthly mentoring with a further professional skills course. Find out more by clicking here
Are you an analyst responsible for putting together the manpower planning or set up planning for a back office / paper environment?
The course requires good knowledge of EXCEL and some previous practical experience in the analyst role.
A one day training course to assist contact centre specialists and managers understand what this measure really means, how to use it effectively in their centre and what needs to happen to ensure that realistic steps are taken to improve it. Click here for more information and to make a booking.