Volatility & Flexibility Workshop

The Flexibility Toolkit was first launched in 2014 and the world has changed since then. This workshop is your opportunity to contribute to an updated version and to consider the pros and cons of each option. What will work in your centre?

Led by

Phil Anderson is Head of Best Practice (Planning) providing a range of membership support including training, research, presentations, facilitation, consultancy and corporate reviews. Beginning his career in Contact Centres in 1999 with Gold Medal Travel, Phil has been involved in all aspects of resource planning, managing an outbound sales team and specialist sales teams whilst developing a successful KPI management tool and bonus and incentive scheme.  In 2009/10 Phil had a fantastic year, completing two years of study for his advanced certificate in resource planning, winning a contact centre innovation of the year award and also becoming one of the first winners of the planning hero award. Phil brings to the Forum a working knowledge of Q-max, Tealeaf customer experience management solutions (web technology),  Avaya CMS, IVR/Auto attendant construction and message recording, Outbound sales, a clear understanding of how to drive performance in a sales environment and effective commission schemes, management experience and an enthusiasm for the role and professionalism of planning.