National Outbound Forum 2009 conference agenda

08:30	Registration opens. Coffee and tea in the supplier exhibition area.
09:00	Welcome & Introduction from Steve Woosey, Membership Director, and the Planning Forum team. New economics, new consumers. Planning the customer journey in an unstable world. Keynote by Simon Roncoroni, Director at SRC. With new economic realities, we can no longer “do what we did yesterday” if we wish to survive and prosper. Who is closest to the customer? Unleash the potential of your informal leaders. Keynote by Phil Dourado, author of The 60 Second Leader and popular speaker, journalist and consultant.. How can we truly understand the customer experience and use the knowledge and skills that exist at all levels in our organisation.
10:00	Tea & Coffee available in Expo area - the chance to network with suppliers and colleagues.
10:30	The UK Outbound Forum 2009. Getting to grips with compliance & regulation issues Get clearer guidance and understanding of the objectives of the current policy See how they are being applied across the industry Hear recommendations on how to ensure you are compliant Find out about the future direction that the regulations are likely to take - Frank Phillips, Consumer Manager, OFCOM TPS - The responsibility of getting it right Gain insight into a demographic breakdown of those opting to join the register Why you may need to modify your working practices to ensure compliance Get clarification on the rules and how you apply them Examine the impact that TPS (Telephone Preference Service) will have on the outbound calling industry over coming years - Mike Lordan, Director of Consumer Services, Compliance and Accreditation, The Direct Marketing Association (UK) Ltd Speaker Question Time – Get your opportunity to fully interrogate our expert speakers so you can fully understand the impact of the legislation and rules and the and implication when you applying them to your organisations. Compliance Case Study - TBC
12:00	Supplier EXPO & LUNCH Lunch is served in the EXPO, which provdes the chance to network with suppliers and colleagues, catching up with the latest ideas and developments
13:05	Awards Room: Case Studies Hear how the under utilised function of outbound automated messaging and text messaging has been used to enhance the customer experience whilst delivering substantial cost benefits at British Gas Services. Hear how AEGON have improved their outbound performance through effective planning, creating a three tier calling structure, incentives that deliver the correct behaviours and developing their people. See how improvements can be made to outbound calling whether or not outbound dialler technology is deployed.
14:10	Workshop: Planning for Outbound Benchmarking your outbound strategies Hear the latest independent Benchmark Research into outbound from the Professional Planning Forum and understand the emerging trends. Discuss the 5 key steps for balancing productivity and effectiveness in delivering your campaign objectives. Take away our guide to outbound planning and gain ideas on how to improve your own outbound strategies. Blending outbound and inbound for operational efficiency Understand the key aspects of blending inbound and outbound workload for individual agents. Discuss with fellow professionals from other organisations how this operational practice could work in your centre. Learn how to make the decision on whether to blend workload in your campaigns and take away ideas for use in your own operation. Led by Dave Vernon, Senior Contact Centre Planning Specialist and convenor of the Planning Forum’s Outbound Forum and Ken Reid, Marketing Director at .Rostrvm.
15:15	Tea & Coffee available in Expo area - the chance to network with suppliers and colleagues.
15:45	Putting ideas into action: Rejoin the contact centre planning conference to consider with colleagues how to take the next steps in delivering sucessful change. The power of planning to make the difference. End Note address by Nick Lane, Director of Planning and Improvement at Orange UK.
17:00	Conference closed by Paul Smedley, Executive Director, Professional Planning Forum
19:30 20:00	Pre-Dinner drinks with the Twyford String Quartet and our 2009 finalists reception The 2009 Gala Awards Dinner (bar til 2am)