Forum Heroes

Our Heroes are outstanding customer professionals, with exceptional personal contribution in developing professionalism and best practice.


2012 Planning Forum Heroes

Published on 24 April 2012

2012 Planning Forum Heroes

The Planning Forum Hero awards are now in their 3rd year. Five more outstanding contact centre planning professionals have been chosen to join the small, elite but growing band of Heroes. These individual awards recognise the exceptional personal contribution they have made in developing the contribution of planning within their own organisations and developing best practice and professionalism in the wider industry. 

The 2012 Heroes are:

Peter Doak, Resource Planner at Concentrix, Customer contact is evolving.  It is no longer about inbound calls.  It almost seems as if there is a new channel available every month.  Peter has grasped these new opportunities and helps industry peers understand what this can mean for their business.  He is also a social media advocate in his personal and business life – someone who has helped many Planning Forum members (and others) in the past year.

Tim McKeegan, Performance Manager at Belron UK, who has worked in contact centres since the age of 17, starting out like many as an agent, then team leader, resource planner and now planning manager. He has shown in all these roles a commitment to people, a drive for improvement and an enthusiasm for innovation.  His understanding of the customer’s needs has driven him and his team forward. He is also always available to help other planning professionals and is someone who has raised thousands for charity.

Anita Yandell-Jones, Performance Manager at DAS, a planning professional for many years, has developed a team of people that are delivering real benefit to their business. She is the driving force behind their innovation and a real advocate of the role professional planning and support can have within a business. 

Tracy Johnson, Operational Planning Lead Retail Sales and Service at RSA, has been involved in the innovation awards as both a winner and a judge. She has driven the planning agenda in every organisation she has worked for, taking ideas away from events and shaping them to deliver tangible benefits for her own organisation. She is an advocate of professional development, with a real understanding of the skills needed to deliver world class planning.

Julie Warne, Head of Reservations at Carnival UK, who uniquely, amongst our heroes, is not actually in a planning role. Julie has been an advocate of professional planning in her own organisation and across the wider industry, for many years, re-enforcing the belief with her operational peers, that planning is critical to the success of any contact centre.

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