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2018 Gold sponsor

2018 Silver Sponor

2018 Exhibitors

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National Planning Conference 2018

21st November 2018, Eastwood Hall,  Nottingham, NG16 3SS

Directly addressing the needs of Planning Professionals as well as business leaders, this one day conference offered an inspiring mix of networking, presentations, case studies, round tables and workshops.

National Conference Agenda

Opening Keynote: Be stimulated and inspired by today’s opening speakers to release potential within yourselves, your team and your organisations. Hear from Stewart English, Head of Planning at Direct Line Group, Dan Carpenter, CRO at QStory and Phil Anderson, Head of Best Practice at The Forum.

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See Phil Anderson's, Dan Carpenter's, and Stewart English's opening keynote

 
Analysis & Forecasting Volatility & Flexibility Operational Effectiveness Field & Branch

Capacity Planning Workshop: Take the opportunity to review different Capacity Plans and contribute to what makes a world-class one. Discuss what we need to consider and how we should include shrinkages.

Scheduling Workshop: Take time to consider the benefits and issues that come with multi-skilling in your schedules. How does this affect the flexibility of your advisors? What are our measures of success?

Workshop: Considerations for rule-based thinking, self-serve and automation and alternative approaches.

Service Management: Understand the lever of operational effectiveness in field & branch operations with case studies, presentations and benchmarking.

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Showcase: Forecasting Technology

Workshop: Practical methods for influencing stakeholders

The Challenge Workshop 12:30-14:00 (includes lunch) for challenge participants and their sponsors
 

 

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Workforce Engagement Management: Having truly engaged contact centre employees requires adjusting the mindset and technologies to manage agents' day-to-day roles.

Showcase: Explore the new L&D Academy, our most accessible offering ever

 

Networking Groups: bring lunch & take time to reflect with others: your challenges, your learnings today.
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Workshop: Planning for Digital & Messaging. Practical techniques in planning for messaging: webchat, apps, SMS, emails

Workshop: Next generation Back Office Planning.

Workshop: Analysis: Alerts & effective reporting for operational effectiveness and resource planning.

Enterprise Planning: This benchmarking workshop explores key steps in planning for field & branch and creating actionable insight.

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AI & Robotics Keynote: Thought provoking content around the changing shape of the work force and the work we do.

Benchmarking: Success Metrics, Digital planning, size/role of team, shrinkages etc

Workshop: Practical methods for influencing stakeholders. A taster session of one of our powerful learning academy modules 

Networking Groups: end the day by reflecting with others: your challenges, your learning, next steps

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Gold Sponsor

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