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Best Practice in Planning 2000-2015
15th Anniversary Special Edition 

In our 15th Anniversary year, we took this opportunity to re-print an exceptional archive of best practice in planning, alongside new work that charts best practice in key areas today.

Download your copy today

Chapter 1 - Changing Gear in the Planning Function
Chapter 2 - Planning engagement - The heart of an operation
Chapter 3 - Productivity - The Planning Challenge
Chapter 4 - Volatility & Flexibility
Chapter 5 - Homeworking Success - Unlock the potential
Chapter 6 - Planning for digital and omni-channel
Chapter 7 - End-to-End - Planning  beyond the contact centre
Chapter 8 - Planning for Continuous Improvement
The Best Practice Archive – this book shares the work of our members, in many senses. Many chapters reach back a decade, demonstrating how best practice has developed and giving access to ground-breaking work that has stood the test of time. While the earliest years of The Forum are not represented, often because the material was not gathered into the publishing formats we use today, the pioneers of planning laid the foundation. Anyone with 15 years of planning experience knows just how far things have progressed in this time.
Innovation – Case studies from winners & finalists in the Customer Contact Innovation Awards form the heart of this growing archive. Are you entering your work for next year’s awards?

Research – Blend the best of academic & business worlds with member research and the work-based student projects that stem from our extraordinary collaboration with the business school at Ulster University.

Challenge – Best practice reviews and other articles feature work and comment from corporate members and individual professionals – or from other thought leaders who have shared inspiration with us.
We invite you to keep this book at hand, as a constant source of reference, and let your fellow professionals inspire you to new heights of excellence, driving change in your workplace and establishing a profession that is shaping customer contact across the globe. Please note that in most cases, we have reprinted archive material as first published, specifying the year and recognising that organisations, job titles, statistics and details may have changed since.
Please note that the E-book is for your own personal use and is not for circulation. Colleagues should order and download their own copies to avoid breaching copyright.

The Annual Best Practice Reference Guides

Packed with case studies, research, thought leadership and supplier listings, this is the year-round resource that contains the jewels of the year’s best practice.

See the guides.

(c) Professional Planning Forum 2000-2019
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