Member Resources

Enjoy a trusted place where you can easily find solutions, explore the full Forum archive

Enterprise Planning: enabling customer focus beyond the contact centre

Published on 27 April 2018

Enterprise Planning: enabling customer focus beyond the contact centre

More planning teams are expanding their role, planning for Back Office Claims, Field and Branch. Planners work with people who have years of experience in these areas. The planning team and the operations have lots to learn from each other and when we work together we can see amazing results. There are some key points that to look at when working beyond the contact centre.

Where do we get the data from? It is not as easy as taking the data from the phone system. We need to work out how long a task takes and take into consideration how long it takes to travel between jobs or how to count footfall into a branch or store. If we have planned for work such as Back Office or email, we know how to measure these tasks. Engineers will have some sort of electronic device on which they record their jobs or at the very least a time sheet to complete. While our stores will record each sale they make and we can carry out a time and motion study to look at how often they deal with queries that don’t result in a sale. So, we can use this data to create a forecast and track performance.

Read more

First Published in the 2018 Best Practice Guide

Comments (0)Number of views (13)

Author: Leanne McNamee

Categories: Library, Planning & Resourcing


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 Series

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 2020
28th Sept - 9th Oct, Virtually
Learn first-hand from practitioners and business leaders who are delivering successful change.

National Conferences 2019
Catch up on the highlights
Annual conferences dedicated to the needs of their communities.

Get in touch
The Forum,
67 Europa Business Park,
Birdhall Lane,
Stockport, SK3 0XA

Copyright © 2020 - All Rights Reserved -