Volatility & Flexibility Workshop

Understand how volatility impacts your business, along with ways to remove uncertainty and simplify complexity. Learning from member case studies and latest benchmarking research we will help you to understand what is possible to achieve during 2018.

Speakers Include:

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. 

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.