Planning is the place where 'numbers meet people'.
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We are the independent industry body who support effective resourcing, planning and information analysis in the contact centre industry. Established in March 2000, we are supplier-independent and work across all industry sectors to provide specialist support for contact centre professionals who take resource planning seriously.
Our directors Paul Smedley, Steve Woosey and John Casey, share over 25 years of call centre experience between them. Kirsten Wiltshire, our operations and relationship manager, now co-ordinates all the event bookings and membership programmes.
Our aims are to:-
Share and promote best practice in effective resourcing.
Support centre managers in developing their in-house planning and support functions.
Provide professional training and certification for analysts and specialists in these areas.
Establish better understanding and recognition within the industry of the role of resource planners and what is required for the role to work well in practice.
Complex and specialist skills, resourcing, planning and MI are fundamental to the success of today's contact centres. Yet many call centres still expect specialists to learn the role, with little training, no help and few opportunities to share experience with other centres. Even specialist planners in large call centres can be isolated, without formal training or accreditation.
The Forum's programmes offer you expert training and support, so that you can get the results and the recognition you deserve. Our case studies show how the right planning team and improved procedures can make a dramatic improvement to performance on attrition, sickness, sales and customer complaints, as well as to costs and service level.
Try one of our most popular pages or contact us direct.
The latest best practice research, workshops and awards
Our free online discussion room. (Link to Online Internet Site)
Cases Studies highlighting how other centres have implemented best practice into their centres.
Read the latest developments in our Press Releases
Join fellow professionals and use our network and expertise to keep up-to-date, share best practice and develop your specialist skills.
Click here for more details and how to join.