Where numbers meet people

We are the independent industry body who support effective resourcing and planning in the contact centre industry.

Established in March 2000, we are supplier-independent and work across all industry sectors to provide specialist support for contact centre professionals who take resource planning seriously.

Our directors Paul Smedley, Steve Woosey and John Casey, share over 25 years of call centre experience between them. Kirsten Wiltshire, our Operations and Relationship manager, now co-ordinates all the event bookings and membership programmes

How can we help you?

Our aims are to:-

• Share and promote best practice in effective resourcing.
• Support centre managers in developing their in-house planning and support functions.
• Provide professional training and certification for analysts and specialists in these areas.
• Establish better understanding and recognition within the industry of the role of resource planners and what is required for the role to work well in practice.

Complex and specialist skills, resourcing, planning and MI are fundamental to the success of today's contact centres.

Yet many call centres still expect specialists to learn the role, with little training, no help and few opportunities to share experience with other centres.

Even specialist planners in large call centres can be isolated, without formal training or accreditation.
The Forum's programmes offer you expert training and support, so that you can get the results and the recognition you deserve.

Our case studies show how the right planning team and improved procedures can make a dramatic improvement to performance on attrition, sickness, sales and customer complaints, as well as to costs and service level.

How do I find out more?

Take a look online to see how you can benefit from our programmes.

• Our Certificates in Contact Centre Resource Planning.
• Our best practice programme of benchmark research, site visits and seminars.
• Contact Centre Planning 21 – 22 April 2008 in Liverpool.
• The benefits of individual or corporate membership – giving you free benchmarking and advice, plus access to our online library of case studies and spreadsheet templates.

You can also give us a ring, email, visit our free online discussion room or come along to one of our regular site visits or conferences.

Join fellow professionals and use our network and expertise to keep up-to-date, share best practice and develop your specialist skills.

Click here for more details and how to join.
Or click on the 'Request a Brochure' button.