Calendar of Events

07-Jul

13:05

40 mins

Measuring schedule efficiency

Register now: https://www1.gotomeeting.com/register/247684781

How do you measure schedule efficiency in a way that helps drive change?  Based on best practice materials from the Planning Forum, the webinar looks at alternative measures based on intra-day consistency and explores how they have been utilised successfully by award winners and finalists such as Dell, Orange, Carnival Cruises and others. This interactive webinar will give you great ideas on how to make your scheduling process and resource.

14-Jul

13:05

40 mins

Targeting customer satisfaction 

Register now: https://www1.gotomeeting.com/register/367656243

How do we align internal quality measures with external customer satisfaction measures? And ensure that what we believe is a quality contact is actually meeting the expectations of the customer? Our specialist panel discussed how to measure quality and customer satisfaction from the whole end to end process.  Should customer satisfaction be measured only at the end of the process?  Is the main role of internal quality measures as an assessment that we are on track to deliver for the customer?  This interactive seminar will give you food for thought and practical suggestions for reviewing the quality and customer measurement routines in your own organisation. 

21-Jul

13:05

40 mins

Family friendly resourcing policy

Register now: https://www1.gotomeeting.com/register/829286820

Do you know how family friendly legislation impacts your contact centre? Join our expert panel to discuss how current legislation impacts your business and employees and what is round the corner.  This interactive webinar will help you make sure you are up-to-date with what what you should be doing and set ideas on what you need to look at in the future.

28-Jul

13:05

40 mins

Latest outbound regulations from Ofcom

Register now: https://www1.gotomeeting.com/register/608850859

Are you compliant with Ofcom regulations for use of automated outbound systems? And will you still be compliant after the latest changes? This webinar looks at new guidelines just released by Ofcom and discuss the implications for running and planning outbound operations.  This interactive webinar will help you understand the new guidelines and plan for any changes you want to make in your own outbound operation.   

04-Aug

13:05

40 mins

Top  tips in developing the planning team

Register now: https://www1.gotomeeting.com/register/110964796

Where do you source your planners? How do you plan to develop them into a world class planning team? All too often, planning teams are overlooked when development plans are done for a contact centre. Similarly, we don’t always recognise the needs of specialist and technical employees. In this webinar, the panel will discuss the pitfalls of not having a robust development plan and share experiences of benefits realised when a plan is thought out, implemented and the employee supported. Development does not need to be expensive and part of this session will show how Planning Forum membership can supplement internal development through exposing your team members to Best Practice elsewhere. The webinar will demonstrate the Planning Forum’s unique Skills Framework (free to members) and give you key tips on how you can develop your planning team in the next 12 months.

11-Aug

13:05

40 mins

First contact resolution

Register now: https://www1.gotomeeting.com/register/669225407

Are we pushing too hard to avoid calls? Is the desire to speak to customers less harming your business? First Contact Resolution (FCR) is a popular phrase in contact centres today - with a growing number of centres measuring it as a KPI – but what does it really mean? In this webinar, John Casey will build on the session he presented at Contact Centre Planning 2008. How should we measure FCR? How can we improve it? What are the pitfalls if we push too hard for the optimum FCR? This interactive session will discuss these issues and explain how automating too much customer contact could mean you no longer get the chance to hear what your customers really think of how you are doing.

18-Aug

Planning for the back office