Confident, skilled analysts, are the key to contact centre improvement
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.
Certificate programmes
Specialist courses
The certificates in contact centre planning
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
Why not visit these pages
Specialist two day training courses for planners and analysts
Specialist one day training workshops
Management workshops
See what Return on Investment you could achieve
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." John Casey, Director of Professional Development
For senior planning and operations managers. Discuss key issues of customer contact strategy. By invitation only – contact us if you would like an invitation for yourself or your senior team. Click here for more information.
Hear from key industry figures on how to take your outbound operation forward. Catch up on the vital messages from our April National Outbound Forum. A must-attend event for managers and planners responsible for outbound campaigns. Click here for more information.