The morning agenda was a presentation and site visit by the Metropolitan Police on the work that won them their shortlisting in the Contact Centre Innovation Awards 2008.  The site visit include the chance to hear about the Aspire project, for employee engagement, the new workforce management implementation project and to see round the lambeth Central Communications Command centre.

In the afternoon, two workshops were held.  The first focussed on Contact Avoidance - and how to develop rogrammes to meet governemtn targets that could drive both customer experience improvement and overal efficiency improvement.  The second was focussed on how to sucessfully implement workforce management systesm and processes - and improve resorucing flexibility.

The seminar also includes great opportunities to network with colleagues from around the country and share experience in these key areas. 

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Sponsored by IEX, this seminar on 25th September was hosted by the Metropolitan Police in London.