Planning Forum Events – 2014

The Professional Planning Forum have arranged a number of training events throughout 2014.

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Introducing Speech and Text Analytics

THE DATE: 14th May
THE LOCATION: Newcastle
THE DETAILS: This is a one-day introductory workshop into how an interaction analytics solution can deliver tangible business benefit from your customer interactions, regardless of channel.

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Real-time Master Class

THE DATE: 14th – 15th May
THE LOCATION: TBC
THE DETAILS: This two day training Master Class Workshop will include input from experienced practitioners who have taken different approaches to implement tactical planning in their organisation.  This is the opportunity for you to discuss the benefits and implications of different approaches and learn about the critical factors to consider.  Use this course to help you determine what approach to develop in your own operation and how to improve your Real-Time function and tactical planning framework.

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Forecasting Methods

THE DATE: 3rd – 4th June
THE LOCATION: Manchester
THE DETAILS: Whether new to a long-term panning role or wanting to take time out and review how you produce your plans, this course is designed for planners, analysts or managers with good resourcing experience or previous foundation training. This course is for you if you want to see how others develop their forecasts and plans, discuss alternative approaches and common challenges, identify ways in which you can improve performance in your centre and gain increased confidence in how you budget and forecast.

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Advanced Certificate in Customer Contact Planning and Management – For Analysts

THE DATE: 10th – 11th June
THE LOCATION: Manchester
THE DETAILS: This is a hugely exciting opportunity for anybody working with numbers in their day to day job – HR, Finance, Projects, Team Leaders, Management Information, Planner etc. – to gain an externally accredited academic qualification and gain practical training and support in gaining the most from the production and delivery of insight. Using a blend of best practice, practical research and academic rigour, the programme introduces key concepts and tools in developing the skills of anyone who is looking to improve their analytics approaches. This brand new six-month training and mentoring programme goes beyond theoretical concepts and brings the practical application to each participant, applying the learning to their organisation, measuring effectiveness and results, whilst still applying the underlying principles and academic research.

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Advanced Certificate in Customer Contact Planning and Management

THE DATE: 10th – 12th June
THE LOCATION: Manchester
THE DETAILS: An accredited programme in association with the University of Ulster. This programme works outstandingly well for someone in the first months of a planning role or as a refresher for those with more experience. We combine intensive introductory training with four months of mentoring support, to help new planners contribute faster in the first months of their career.

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Introducing Speech and Text Analytics

THE DATE: 18th June
THE LOCATION: Midlands
THE DETAILS: This is a one-day introductory workshop into how an interaction analytics solution can deliver tangible business benefit from your customer interactions, regardless of channel.

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Analysis Workshop

THE DATE: 24th – 25th June
THE LOCATION: Manchester
THE DETAILS: A 2 day specialist workshop designed to look a little more in depth at a number of analysis techniques and tools utilised within real value adding analysis. This workshop is the ideal next course for those who have completed the Mi Performance & Analysis course, or great for those who feel they could do with understanding a number of different ways of looking at their data. This course expects the delegate to be able to use Microsoft Excel to a competent level.

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1 Day Resourcing & Planning Insights Workshop

THE DATE: 26th June
THE LOCATION: Glasgow
THE DETAILS: Designed for managers, team leaders, duty managers or real-time co-ordinators in inbound contact centres, this one-day workshop will help your or your teams understand the impact each person makes on the overall service, why resource planning works the way it does and the responsibilities of the different job functions in effective resource management.

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