Wednesday 16^th July 2008

Back Office Planning Workshop – Manchester

This workshop will comprise of group sessions driving out what centres consider when identifying the processes to be measured within a back office environment. With case studies from companies (Vendors) who have been successful in re-engineering their processes to drive efficiency and improve the customer experience, also as a key part of effective planning for a back office environment. This event is for the Planning Forum’s Back office work stream

Thursday 25^th September 2008

Public Sector Seminar and site visit to Metropolitan Police – Lambeth, London 

Another specialist seminar for Local Government and Policing will include the site visit to the Metropolitan Police. The theme for the day will include sessions on flexible resourcing, employee engagement and end-to-end service. This is a chance to discuss the challenges you face with experienced managers and with practical advice from the Forum’s own best practice materials. This event is for the Planning Forum’s Public Sector work stream

Wednesday 1st October 2008

“End to End Service” & “Back Office Planning – Driving Performance Metrics to manage and plan”

Dual Stream Event – London 

Back to back seminars for contact centre directors, managers, analysts and planners offering best practice in Back Office planning, and planning and managing end to end customer experience.

Delegates will be asked “Is your Front office driving demand into your Back office, or vice versa?”

Getting the opportunity to learn from case studies (Vendors) on how companies have changed their 7targets that drive results and utilising technology that focuses on improving customer experience. 

The second seminar focuses on the challenges faced within the Back Office environment from obtaining metrics through to the trust and utilisation of these numbers to plan the environment more effectively. Workshops and case studies (Vendors) will offer examples and support in this field. This is an event for the Planning Forum’s Back office work stream. The event includes an exhibition area for key vendors.

Tuesday 14^th October 2008

“Recruitment, Induction and Skills assessment” & “Management Information Seminar “

Dual Stream Event – Manchester 

These back to back seminars for contact centre and HR directors, managers, analysts and planners offer best practice in Management Information and discussing the challenges and sharing Best Practise in the recruitment process.

Planning effective lead time for recruitment, ensuring new staff are selected with the appropriate skills and ensuring induction is effective to deliver the operational requirements are all key challenges in all sectors of the industry. Share best practise and develop from workshops, and a number of presentations (Vendors) throughout the event. 

The second seminar focuses on the challenges faced by a business ensuring they have the appropriate targets to support the business strategy while ensuring the targets for individuals drive the correct behaviours and climate. Learn from case studies and workshops. This is an event for the Planning Forum’s Management Information work stream The event includes an exhibition area for key vendors.

Thursday 16^th October 2008

Work-life balance and flexibility – Dublin Airport

This specialist seminar for contact centre directors, managers, analysts and planners illustrates best practice in the challenge of delivering true work life balance to their colleagues and highlight the pit falls in ensuring flexibility is not just a buzz word within your centre. Workshops and case study presentations will support the learning on the day. The event includes an exhibition area for key vendors.

Tuesday 4^th November 2008

Forecasting and workload avoidance - Edinburgh Airport 

This specialist seminar for contact centre directors, managers, analysts and planners illustrates best practice in the challenges in forecasting demand from single products through to enterprise wide propensity modelling. Also identifying what demand can be eradicated through improved processes. Workshops and case study presentations will support the learning on the day. The event includes an exhibition area for key vendors.

Tuesday 11^th November 2008

Outbound demand modelling – East Midlands 

This seminar for contact centre directors, managers, analysts and planners illustrates best practice in outbound forecasting and what solutions are available and being utilised within the industry. The event includes an exhibition area for key vendors. This is an event for the Planning Forum’s Outbound work stream