National Planning Conference 2020

This year's conference is virtual, with a wide range of sessions for planning, quality, insight and strategy across the week.

  • Attend as many of these Planning sessions as you can and add others from the wider agenda if you wish. 
  • We invite you to bring along a senior stakeholder to key sessions, for their learning and understanding. Email us. 
  • If you can’t attend the live event, watch the recording on-demand later. Network groups are not recorded and for workshops, we record just the teaching material and group playback, not the group discussions. 

See the full agenda - Quality agenda - Insight agenda


Budget Planning – Tuesday 1st December, 09:15
Hear about shaping the budget process to understand the cost of delivering your strategy. Understand the limits of your budget. Identify key triggers for changes.

Predictive Analytics – Wednesday 2nd December, 09:15
How can predictive analysis be powered by technology & AI? See how combining forecasting and analysis skills can unlock potential in your organisation. 

Business Continuity – Thursday 3rd December, 09:15
Explore how business continuity planning has changed and what you need to consider for the future. Look at the measures you have used this year and how these can become part of future BCP, learn from what others have done and how you can maintain business continuity.

Positive habits for a successful career – ​Friday 4th December, 09:15
With so much uncertainty in the world, it is important to take control of our conduct, behaviour and attitude. Developing simple positive habits can make a huge impact on how you learn, share ideas and ultimately transform yourself and our career. This endnote presentation will take a look at the role of professionalism, how to build positive habits and an opportunity to hear from members who have transformed themselves during 2020.

Technology Showcases

The Modular Analytics Co. – Monday 30th November, 12:30
See how data, technology and empathy can manage the customer experience. TMAC demonstrates real-life examples of  next best action, speech analytics and data-led team coaching working in tandem to drive revenue and create positive experiences for customers and agents alike. 

Anaplan: Agile & Reactive Modelling: the key to Modern Planning – Tuesday 1st December, 12:30
We must take into account not only future trends but unforeseen events and market conditions. The ability to make good business decisions is completely reliant on a plan that is adaptable and flexible enough to react with resilience and speed. In this session you will see how many scenarios can be created and compared to enable a decision to be made with good principles and alignment to strategy.

Aspect: Enabling Flexible Working Practices – Wednesday 2nd December, 12:30
As organisations embrace flexible working strategies for their contact centre and back office workforce what working practices are going to change and how can technology enable these? Join Aspect Software to understand more.

Verint: Hybrid Working: How to convert necessity into powerful choice – Thursday 3rd December, 12:30
True Workforce Engagement solutions not only empower agents with control and preference whilst delivering agility and visibility to your organisation, they also recreate the power of  ‘in office’ creativity and connected performance – online. Join this session to discover how smarter scheduling and management of your hybrid teams can be enhanced by utilising gamification, communities, and performance tools to drive your organisational edge. Chris Rainsforth, Head of Operational Management Best Practice and Huw Jones, Manager, Solutions Consulting will be our Verint speakers. 

Arise: When People Do Your Planning – Thursday 3rd December, 14:00
Using a ‘live’ demonstration of their award-winning Starmatic scheduling tool, Arise will demonstrate how you could let your People do your Planning, exploring performance gamification, agent preference scheduling, intraday variation and meeting unplanned demand.


Measuring First Contact Resolution – Monday 30th November, 10:30
FCR, or Right First Time, can be a hugely valuable metric, but one of the hardest to build. Learn how to create a measure aligned to the needs of your customers & business. 

Planning for Workforce Wellbeing – Monday 30th December, 14:00
Opportunity to discuss the importance of a joined up workforce and wellness strategy. Understand the cost and how to measure benefits with employee analytics. This workshop will challenge your thinking and traditional methods for scheduling. Invite stakeholders from Finance and HR

Targeting Operating Models – Tuesday 1st December, 10:30
Understanding your business strategy, purpose and values to design the right operating model. Develop wider business understanding and drive learning to improve decision making. This workshop will include practical examples from our members along with lively discussion groups to challenge your thinking and open-up new approaches and ideas. Supported by Anaplan.

Insight: Keep in Front of Change – Wednesday 2nd December, 10:30
How do we become more proactive in our insight, answering the important questions before they are asked? Learn how to use your data and knowledge to unlock additional insight. Supported by Verint.

Real-Time and Tactical Planning – Thursday 3rd December, 10:30
Discuss how to manage activities and behaviours on-the-day. Apply playbooks and plans in response to evolving situations. Understand the impact/context of changes to plan. Manage incidents & escalations and trigger communications as appropriate. Update systems and plans. Capture learning. Supported by Aspect.


Planning Network – Wednesday 9th December, 10:30 
Take the opportunity to meet like-minded professionals, breaking into specialist groups to discuss strategic/budget planning, scheduling/wellbeing and real time/tactical planning.

Back Office Network – Wednesday 9th December, 13:00
Join this specialist networking group to meet others interested in processing operations – the chance to discuss ideas with like-minded professionals.

Field Network – Wednesday 9th December, 15:00
Join this specialist networking group to meet others interested in field & branch operations – the chance to discuss ideas with like-minded professionals.

Leadership Network – Thursday 10th December, 09:30
Department or Business Leaders are welcome to join us for our Customer Strategy & Leadership Network. This final event of our 2020 Series looks at the power of culture in the post-covid world and what we need to do to adapt to the new ‘normal’.  

Asynchronous Messaging – Thursday 10th December, 14:00
More and more of us are using asynchronous messaging to contact our customers. This is the chance to network and learn from fellow professionals in our virtual group. The small group discussions include the issues raised by members. 

Silver & Community Sponsors


About us

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.

Learning Academy

On-demand modules

We have a wide range of virtual modules that you can view at your own pace.

Covid-19 Webinar Series 2

You have a community of support at The Forum. See the series of free webinars to help you through this unusual situation.


Customer Strategy & Planning 2021
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