February 3, 2009

Rich Mix of Topics & Exceptional Line Up of Speakers at Contact Centre Planning 2009 Held in London on 27 - 28 April

a news story
from the Professional Planning Forum

With keynote speakers including Phil Dourado, the leadership guru, and Mike Finnegan, the sports psychologist behind ashes-winning England Cricketers and fast-rising premier league football teams, the agenda for Contact Centre Planning gets off to a great start.
The conference, entitled ‘Delivering the Customer Journey’ includes the choice of over 25 diverse workshop, discussion and case study sessions , including the chance to hear from all the finalists in the 2009 Innovation awards and attend the awards gala dinner.

Additional keynote speakers include Nick Lane, of Orange speaking on how the Power of Planning can make a difference, and Simon Roncoroni, of SRC, speaking about prospering during the new economic realities.

The rich mix of topics combined with the excellent networking opportunities arising from over 400 delegates expected to attend the event, means that delegates can focus specifically on their needs and that of the colleagues and partners with whom you need to work to deliver change in your contact centre.
To facilitate this, the conference agenda is organised to allow delegates to choose streams of specific interest. For instance the Outbound Forum runs throughout the second day with highlights including a rare opportunity to hear from Frank Phillips of OFCOM, who will give recommendations on compliance and the likely direction that regulation will take in the future and a presentation on the Telephone Preference Scheme by the Mike Lordan of the Direct Marketing Association.

Other streams with their own agendas include Back Office, Management Information, Lifestyle Planning and Customer Planning. Workshops include workforce optimisation, reducing employee attrition, homeworking and first time fix versus contact avoidance and there is an opportunity to hear case study presentations from all 15 award winners. There is also an excellent vendor exhibition area to allow delegates to check out what’s new.

An annually-attended event for contact centre directors and managers, MI analysts, resource planners and others, this year's conference is being held in the West London Novotel. The conference theme - Delivering the Customer Journey - gives a focus for seeing how effective planning can help organisations remove the silos that get in the way of a great customer experience.  From analysing the root cause of customer contact, through management information and targets that drive the right behaviour, to an integrated resourcing strategy that supports life-style planning and home-working - this year's conference provides ideas and opportunities for centres of all sizes and in all sectors - whether handling inbound, outbound or multi-media contacts.
Capacity and accommodation packages are limited so the Professional Planning Forum urges you to contact them now to make sure you don't miss out.

Look online at http://planningforum.co.uk/conference/2009-conference.aspx for the full details or contact them on info@planningforum.co.uk to reserve your place now.
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For further details contact:
Katherine Potter, katherine.potter@planningforum.co.uk
Or Steve Woosey, steve.woosey@planningforum.co.uk
Tel: 0333 123 59 60
The Professional Planning Forum (www.planningforum.co.uk) is the independent industry body for effective resourcing and planning in the contact centre industry, working across all industry sectors to provide specialist support for contact centre professionals. Championing the importance of these critical skills, the Planning Forum is widely recognized for its best practice research and case studies, as well as the results-focused nature of its professional development training and in-company workshops.