How often do you get time away from the day job to think afresh and energise yourself to raise the bar for how you contribute to the success of your organisation?

The impressive agenda was your chance to see all 20 Innovation Award Finalists speak about their work and meet the industry's movers and shakers at the biggest event of its kind in Europe.  More than just a planning event, the conference pulled together over 600 people from all industry sectors and included specific forums for strategy, quality, performance, outbound, back office and public sector transformation.

Expanding Horizons offered an unparalleled rich mix of topics and networking opportunities, focussed specifically on your needs and that of the colleagues and partners with whom you need to work to deliver change in your contact centre. Look at this year’s agenda or take a look at the conference report and presentations.  Feedback from this and past events has been massively positive and delegates particularly valued the networking and discussion opportunity.  Each took away ideas that could be put into practice in their own operations

Key to the success of our conferences is the chance to hear real, insightful experiences, with a multitude of case studies, great speakers from industry leaders in every sector and facilitated discussion built into every forum.  

This event was for everyone interested in best practice and driving improvement

  • Contact centre directors and managers
  • Planning and MI managers
  • HR, training, recruitment, performance management and quality managers
  • Analysts and planning specialists
  • Change specialists and programme managers
  • Strategy managers and analysts

At the Planning Forum, we believe that success does not happen by accident; planning for high performance means that to be the best we must look at how we learn from others in order to take our own operations to the next level.  This conference agenda looked at almost every aspect of customer contact, because every part has its own unique and essential part to play in driving the best performance.  

Autoglass was presented with the overall 2011 Customer Contact Innovation Award for their highly successful but radical approach to enterprise resource modelling, which, aligned to key metrics  created capacity and flexibility in the branch network to serve an extra 3,500 customers monthly, at no extra cost, and at the same time raise customer satisfaction. They also won the Innovation Award for Enterprise Planning.

For a full list of winners click here.

To see the presentations from Customer Contact Planning 2011 click here.

To view and order your free copy of the 2011 Best Practice Guide click here.

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