31 July 2010
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          Planning for People Seminars
             17th Nov 2010 - London Heathrow
             21 Oct 2009 People planning and scheduling seminar
             14 Oct 2008 Lifestyle Seminar Report
          Planning for People Workstream Resources
             Becoming an employer of choice (article)
          Homeworking Forum
             How can homeworking be cheap and secure 
          Planning for People Conference Agenda 2010
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             30 Sep 2009 Outbound Seminar
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             30 Sep 2009 Customer Planning Seminar
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             14 Oct 2008 Target-setting seminar report
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             Stockton Borough Council Site Visit
             Thames Valley Police Site Visit
             Vodafone Site Visit
       Seminars
          21-22 Sept 2010 Call Centre EXPO Birmingham
          14 Oct 2010 - Manchester Airport
          17th Nov 2010 - London Heathrow
          Reports and presentations from recent seminars
             30 June 2010 - Back Office Seminar, Warrington
             18 Nov 2009 Edinburgh Airport
             21 Oct 2009 Manchester
             30 Sep 2009 London Heathrow
          Seminars - Previous Agendas 
             9 July 2009 Budget Setting Seminar
                Budget Seminar Speakers
             9 Dec 2008 Outbound Demand Modelling 
             4 Nov 2008 Worklife Balance and Flexibility
             4 Nov 2008 Forecasting and Workload Avoidance
             14 Oct 2008 Management Information Seminar 
             14 Oct 2008 Integrated Resourcing Seminar
             1 Oct 2008 Integrating Front & Back Office
             25 Sept 2008 Public Sector Seminar
             Targetting Quality & Customer Satisfaction
             Back Office Planning Workshop
             Public Sector Seminar 25Sep08 Met Police
             End to End Service Seminar - London - 01Oct08
             Back Office Planning - London 01Oct08
             MI Seminar Agenda 14Oct08 Manchester
             Integrated Resourcing - Agenda 14Oct08
             Forecasting and Workload Avoidance - E'burgh 04Nov
             Work-life balance and flexibility - E'burgh 04Nov
             July 9th Seminar on Budget Planning
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The Professional Planning Forum exists as an independent industry body, to promote best practice and professionalism in contact centre planning. We offer research, advice, accreditation, training and member support to help every centre develop the confident skilled analysts that are key to contact centre improvement. Why do it by yourself, when our team of independent experts is here to help you get the results and the recognition you deserve?
      

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2010 Contact Centre Innovation Awards Minimize

Seven winners gained prestigious innovation awards for outstanding initiatives that improved their operations as places to work and to contact.  The overall winner was Scottish Power, with individual category prizes being taken by Harrow Council, HM Revenue & Customs, Netflights, Shop Direct and lastly, Ventura who scooped two.

Read more by clicking here
      

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Web or Phone
We have a question from one of our members. If your customers entered a situation where they needed urgent assistance, and were able to get this via web or phone - having been told the level of service would be the same - which would they choose? Have you any feel for the percentage who would choo

RE: New WFM Research
I know barclaycard have a site that way somewhere and they used to use TTV but not suire if that is still the case

RE: Attrition Rates
We measure the annualised leavers / average annual headcount. We include internal attrition as well as medical and retirees.
    

2010 Best Practice Guide Minimize
      

New to the site? Start here ..... Minimize

If you are new to the site, why not look at our top links, to see the pages other people visit most, or look at the key topics - to see the new workstreams in management information, back office and outbound planning, homeworking, lifestyle planning and the public sector forum.

Take a look at the latest newsletter for this month's news, register online for our latest webinars, or find out about our seminars and training programme. 
      

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The list below shows the next few events coming up in the forthcoming weeks. You can download a full pdf above or click on events/full calendar to see all upcoming events online.
      

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Aug26 North West Local Networking Group

The latest networking event for planners in the North West.  For more information on the group click here

Sep14 Foundation Certificate in Contact Centre Planning
Bewleys, Manchester (map)

The perfect course for someone new to planning or wanting to brush up on the fundamentals.  Full details available by clicking here.

Sep15 Site Visit to Nationwide and Scotland Local Networking Group
Dunfurmline (map)

A chance to visit one of the Innovation Awards Finalist to see how they plan to be the best.

This is also  the latest networking event for planners in Scotland. For further information on the group click here

Sep16 Site Visit to Prolog and Midlands Local Networking Group
Nottingham (map)

A chance to visit one of the Innovation Awards Finalist to see how they plan to be the best.

This is also  the latest networking event for planners in the Midlands. For further information on the group click here

Sep21 Partner Event - Call Centre and Customer Management Expo
Birmingham (map)

Call Centre & Customer Management Expo is Europe's no.1 exhibition and conference for customer contact and customer management solutions. It brings together leading suppliers and visitors under one roof, offering a blend of integrated customer solutions, cutting-edge education offerings and unique networking opportunities. For more information please visit our website www.callcentre-expo.com. 
    

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