January Update - Customer Strategy & Planning agenda launch


Why not take a moment now to plan ahead for your development this year as a customer professional? Take a look at our 2018 dates – and especially the amazingly rich and varied agenda for our flagship annual conference in April. This brings together all our professional communities with around 600 specialist professionals or suppliers - and some exceptional case studies, keynotes and discussion groups. 
Key to our programme this year is a focus on key priorities for each professional community, including the development of new best practice materials and training workshops for Volatility & Flexibility and Planning. These complement the high-quality programmes and qualifications we deliver in partnership with Ulster University. Give us a ring or drop us a line if you’d like to learn more. 

Best Wishes

Phil Anderson, Head of Standards Benchmarking, Best Practice Lead 
Bob Stella, Head of Learning & Development, Best Practice Lead
Nicola Callan, Director and Best Practice Lead
Paul Smedley, Chair/ Founder

0333 1235960 (main office)






Agenda released: Join us in Harrogate on April 23-24, 

How can we be the best we can be? Book the 2018 conference to gain inspiration and learn from experienced practitioners on the most signficant issues and trends facing our industry 

See details online


Could you be an award winner this year?

Did you know the National Awards recognise rising stars and individuals as well as team or project awards? With registrations open this month, why not contact us for details? 

Read more 






Flexibility: what are your next steps?

Phil Anderson highlights some pitfalls to avoid and the key steps to take, whether you're undertaking a strategic shift review or taking a tactical approach as a quick win or stepping stone. 

Discover more 


3 ways that Insight Drives Change 

Should the work analysts do be driving change? Ian Robertson explores the three most common ways that insight is being used to drive change in any contact centre. 

Discover more






Learn from 6 planning teams

With new approaches to modelling, analysis & the role of planning, they showcase a rich mix of best practice. See them present at the conference on April 23-24. Book to visit them onsite in June or July. 

Read more 


Qualifications for customer professionals

Book up on courses starting now. Or plan ahead and secure budget for later in the year. An excellent chance to develop skills, learning from academic & practical experience.  

See the 2018 dates






Career Opportunities

Opportunities this month include: Head of Resource Planning, Business Intelligence Manager and Workforce Management (WFM) Real-Time Analyst.
Organisations including: PFS and Affinion International 





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