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."
This course is for busy analysts who want help to manage the situation differently. Why not take time out now, to practise skills that can help you manage your time more effectively, reduce stress and make things happen! For more information click here.
Are you using or introducing skills-based routing to allocate calls? Do you need to review or improve how you schedule & plan for this? This is the course for you. Click here for more information
The perfect course for someone new to planning or wanting to brush up on the fundamentals. Full details available by clicking here.
Do you run or support outbound telemarketing or list-driven campaigns? This is the coursr for you. Click here for more information.
Are you in a specialist Management Information or Performance Analyst role - but have no previous training in information analysis? For more information click here.
Graduation day for our latest batch of foundation students. Please book you place direct with your tutor.
Whether you already plan for a Back Office department and wish to identify best practice in the processes you already have, or are looking to begin to create forecasts, schedules and manpower plans this course is designed for planners, analysts and managers who are looking to take established front office planning disciplines into the Back Office environment. Click here for more information.
A 2 day specialist workshop designed to look a little more in depth at a number of analysis techniques and tools utilised within real value adding analysis. This workshop is the ideal next course for those who have completed the Mi Performance & Analysis course, or great for those who feel they could do with understanding a number of different ways of looking at their data. This course expects the delegate to be able to use Microsoft Excel to a competent level.