Next Generation Back Office Planning

What does the future look like for Back Office Planning? Explore and discuss technology and planning practices that will shape the contact centre of the future.


Leigh McIlwaine is Programme Development Manager at The Forum. With over 20 years' experience working in the industry, she is proud to have achieved a high level of specialist skills in Contact Centre & Back Office Resource Planning. Alongside Senior Management level experience of Planning and Operational management, her previous roles have involved business development, business planning and process improvements fit for any business, irrespective of size, sector or industry. Leigh has also worked in both in-house and outsourcing  environments. As a recognised University teacher, she has a passion for striving towards the achievement of Contact Centre roles as a professionally recognised industry.