Conference reports are available by clicking on the link in each session in the 2011 agenda below. You can also review all of the presentations and winners.

Conference Agenda Monday 11th April
08.30 Registration and refreshments
09.30 Conference welcome by Paul Smedley, Executive Director and our Gold Sponsors Verint
Steve Woosey, Membership Director, explored key factors that can help you succeed, as part of a team, in planning for high performance.
Expanding Horizons – The hugely popular Chris Hughes was back with new insights to help you overcome what currently holds you back.
10.30 Tea/Coffee in EXPO area.
  Expo Innovation Room Training Workshops Brilliant Basics National Outbound Forum 2011 Back Office Forum
11.00
Innovation in Planning: How Sitel integrate operations across 135+ sites globally, offshoring part of the WFM process and how LV= embeds continuous improvement into the budgeting and planning process. "Expanding Horizons" Workshop: Delegates took the chance to experience Chris Hughes' unique and popular workshops to help you drive performance to new heights.(repeated in the afternoon) Workforce Management Discovery Workshop: The Forum team helped you identify if you need it, the benefits you should aim for and how to implement approaches that truly deliver the results.

Innovative Outbound: How Apex use speech analytics to drive collections up 30% and compliance 20%-30% and how SpecSavers use a multi-channel strategy to retain customers and improve contact info by 21%. 

Back Office: Setting the Benchmark: Discussion on key findings from AOMI's back office benchmark research with Warwick Univeristy and Award finalist Capita on maximising efficiencies and reducing chasers.
12:30   Lunch  Lunch Lunch Lunch Lunch
13:30
Round-Tables: A wide choice of key discussion topics in planning and analysis to share experience with other contact centre operations. Professionalism: The next 10 years - Colin Whelan revealled the Planning Forum's new Accreditation programmes - and how this could work for you. Brilliant Basics: The Power of One:   The Forum's well-tested visual techniques powerfully demonstrated the impact each person makes on overall service and why resource planning works the way it does.
Compliance and best practice: Our expert panel, with Matthew Chapman from Ofcom and influential figures from DMA, Noble Systems, Barclays and Ember.  This wasthe place to get all your compliance questions debated.  Back Office Workshop: Led by the Forum's Steve Woosey, based on research by Red Owl: Why is planning, a director's No.1 area of opportunity in the back office?
14:30   Tea/Coffee in EXPO Tea/Coffee in EXPO Tea/Coffee in EXPO Tea/Coffee in EXPO Tea/Coffee in EXPO
15:00
Innovation in Planning: How NHS Business Authority saved £150k with a preference-based WFM system and how Scottish Gas cope with massive winter peaks with £650k less overtime. 
"Expanding Horizons" Workshop Delegates took the chance to experience Chris Hughes' unique and popular workshops to help you drive performance to new heights. (repeat of morning workshop) Forecasting Fundamentals: The Forum team revealled key tips on how to get started with demand management and demonstrated the use of simple spreadsheet templates. Planning for Outbound: How Telefocus embed complex blending and handle dynamic data to drive efficiency. Delegates met with peers and industry experts in round-tables to discuss how planning could drive improved results in your outbound campaigns. Back Office Maturity Model: Award finalist Capita revealled the secrets of maximising efficiencies and reducing chasers by 16%. We drew together the day with the chance to place your organisation into the new maturity framework.
16:45 End note presentations. Viewed from the USA: in live video links, Bill Durr shared insights on analytical optimisation, and what this means for contact centre operations and planning, and Brad Cleveland set the scene for understanding the latest trends in setting the service level culture in a multi-channel world.
17:30 Conference close
 
Conference Agenda Tuesday 12th April
 08:30 Registration and refreshments.    
09:00 We kicked off our strategy day, with 3 inspiring keynotes.  Colin Whelan, Head of Training, and Dave Vernon, Head of Best Practice, unveilled the latest developments to support planning for high performance teams, in this second decade of the Planning Forum.  Dr Nicola J Millard, Customer Experience Futurologist at BT, revealed how we can expand our horizons, by finding new ways to manage the needs of tomorrow’s customers today.
10:15 Tea/Coffee in EXPO area.
  Expo Innovation Room
Presentation Theatre
Technology Strategy Forum Quality & Performance Forum
11:00
Innovation in Planning: we heard from Student Loans and Autoglass how they expanded the contribution of planning and helped break down silos - between front-back office or into the branch network.  Service Transformation: Every sector can learn from industry-leading innovation in Local Government.  Inspiring case studies from: Liverpool Direct, Wokingham & Surrey Councils.  Round-tables after lunch. Make the case for Technology Investment: Rufus Grig helped you understand  the benefits & costs of deploying MI, WFM & Desktop Integration technologies. Planning your Flexibility Strategy:  Workshop led by the Planning Forum's renowned Steve Woosey, with the chance to engage with industry experts and your peers in stimulating and practical round-table discussion. The Power of Information from speech analytics to drive tangible improvements.  We saw and discussed practical presentations with proven results from Award finalists Apex and Conduit.
12:30   Lunch Lunch Lunch Lunch Lunch
13:30 Round-Tables:  Follow-up to the morning with discussion on  MI/analytics, flexibility, homeworking and planning.
Merit Award Projects: We heard from the winners of this year's merit awards for the Foundation Certificate in Contact Centre Planning. 
Cloud Computing De-Mystified Rufus Grig uncovered the risks and potential for financial, technical, business and people stakeholders. The Big Debate: How can we get more for less?: Your chance to meet this top-ranking panel and gain insight from their enormous experience. Performance Strategy: How do we create an approach to managing our people that starts with the customer? Lyn Etherington from Cape Consulting shares research and round-tables give the chance to share practical insight.
14:30   Networking Networking Networking Networking Networking
14:45 Pushing the boundaries of MI Maturity: Innovators at Vodafone and Shop Direct revealled the revolution in management information (MI) that is transforming their business against the back drop of the Professional Planning Forum’s MI Maturity Model.
WFM2.0 - Where next with Workforce Management? We share the latest developments with other organisations, gaining insight from industry experts and help shape where we want to go.  Planning for Social Media: We heard from Awards Finalist gem what customer contact means for online clients and discussed with industry experts what it could mean for your own operation. Customer Strategy: RAC and Portsmouth Council presented work that has embedded Lean and Systems Thinking methods into BAU, to generate fantastic business results. Quality & Performance: How speech analytics innovation at British Gas is enabling a radically new performance strategy.  We heard Simon Roncoroni and Paul Smedley set out a new vision for Quality 3.0 – how customer contact operations can rise to the challenges created by the 2.0 world.
16:15 We ended the conference on a high note, with insights from Peter Massey on how we can become involved in developing new approaches to self-service and bring alive the voice of the customer and a humorous and challenging presentation from Paul Cooper on why taking the customer viewpoint changes our perspective.
17:30 Conference close

 

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