Operational Effectiveness

Engage and empower to improve operational effectiveness. This workshop will help you understand considerations for rule-based thinking, self-serve and automation and alternative approaches.


Alison Conaghan is Planning & Insight Specialist at The Forum. She began her career in Contact Centres in 1999 as an agent. Following four years taking calls and answering emails for various clients in the outsourcer Stream International Alison joined the Resource Team. This included various roles such as intraday, planning, forecasting and scheduling within a multi-site, multi-lingual environment. Her deep rooted knowledge of the planning processes also allowed her to effectively guide the integration of a new WFM solution, maximising it’s value to her business.