The Planning Forum team comprises of a unique blend of full-time employees and Associate consultants.  This allows us to deploy staff in such a way as to best meet the needs of our members and course delegates.

Founded in 2000, the Planning Forum was started by Paul Smedley, Executive Director and in the early days the public offering consisted of the Foundation training course and quarterly national Best Practice seminars.  As the Forum grew, both in terms of member numbers and employees , the offering available to contact centre specialists also grew.  In 2002, the first Annual Conference began as a one day event in Edinburgh with half a dozen exhibitors and 80 delegates.  The second conference saw the addition of a second day and the start of the Contact Centre Innovation Awards which are presented each year at the conference dinner.  Three companies were finalists that year.  The Forum in 2008 boasted a 2 day conference with 25 exhibitors, 16 Awards finalists and over 500 people in attendance over the two days.  Eight unique Best Practice seminars are scheduled, as well as seven Local Networking groups meeting 3-4 times a year and a training suite comprising of thirteen courses for contact centre managers and specialists.

This extended portfolio has allowed the Forum to expand from it's initial two employees to a team of twelve key personnel who work on the core activities as well as a vast extended network of other associates who work on various activities on an ad-hoc basis.  Use the links on this page to meet the team and use the links on each profile to get in touch with various team members.

We are also willing to speak at member or other industry events on a wide remit of subjects of interest to the contact centre industry. Click here for more details.