11:30 Planning for Digital
Join the team from The Forum to;
- Benchmark your current team & function against the Standards Framework
- Round table discussion on the interconnectivity of data and strategic goals
- Understand the key assumptions for capacity planning
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.