Customer contact planning is expanding its horizons

With an agenda aiming to challenge, create and share best practice the Professional Planning Forum’s Spring conference aims to break new ground

The conference, entitled ‘Expanding Horizons: Planning for High Performance teams in your customer operations’  sets out best practice in a host of different areas and seeks to identify what drives successful performance.  Delegates will find an unprecedented rich mix of topics and networking opportunities, focussed specifically on their needs and that of the colleagues and partners with whom they need to work to deliver change in their contact centre.

“Key to the success of our conferences is the chance to hear real, insightful experiences, with a multitude of case studies, great speakers from industry leaders in every sector and facilitated discussion built into every forum.  With the huge variety in this exciting conference agenda, we expect to welcome both senior managers attracted by the strategic agendas and contact centre specialists who will benefit from the forums and sessions covering their areas of interest”, explains Paul Smedley, Executive Director of the Professional Planning Forum.

With over 500 delegates expected, Customer Contact Planning 2011 is the biggest event of its kind in Europe and the must-attend event for anyone wanting to keep up-to-date and gain insight from best practice in other operations.

This year, six specialist forums will run alongside the conference. These forums include Quality and Performance, Back Office, Outbound, Strategy, Workforce management discovery and Public sector transformation. In addition, there will be specialist agendas covering speech analytics and MI and analysis for instance.

New for this year, the conference will offer Brilliant Basics learning sessions in contact centre planning and Chris Hughes returns to offer his popular training workshops in driving performance to new heights. Also on offer is ‘a view from the USA’ with key notes web-exing in to give their view of future trends.

Capacity and accommodation are limited so the Professional Planning Forum urges you to contact them now to make sure you don't miss out. Look online at www.conference.planningforum.co.uk for the full agenda and to reserve your place now.