Alison Conaghan

Alison Conaghan

Alison 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 including intraday, planning, forecasting and scheduling within a multi-site, multi-lingual environment.

Alison then moved to gem where she quickly leveraged her technical expertise to create innovative new forecasting and capacity planning models that catered to the challenges of the outsourced business; forecasting demand in a segmented multi-channel, multi-lingual operation while accounting for economy-of-scale benefits driven by cooperation and multi-skilling to sustain exceptional customer results within highly competitive pricing models. Her deep routed 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.

Just before joining The Forum, Alison spent three months working as a National Workforce Co-ordinator at the National Pandemic Flu Service where she helped create the processes.

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As an independent association established since 2000, we offer a trusted space for professionals in contact centre, field service, back office or retail operation. Benchmark against the best in class and learn from innovators and pioneers.

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Capacity Planning, Forecasting & Budgets
11th February, Manchester
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