Planning for Peak Performance
Customer Contact Planning 2012
Real-Time & Tactical Planning
Monday, 23rd April 2012
Phil Anderson
Gold Sponsor
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Real-Time & Tactical Planning
Before we start, why not have a chat with
colleagues from other organisations…
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Why have you chosen this session?
What are you looking for from today’s
session?
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2
Planning for Peak Performance
Customer Contact Planning 2012
Real-Time & Tactical Planning
Operational Performance
UCAS Case Study
Real-Time Workshop
Gold Sponsor
3
Welcome
Phil Anderson
Contact Centre
Specialist
Follow me…
@ppfphil
Comment…
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4
Experts in the Room
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Sven Hill, Belron UK Ltd (Autoglass)
Aaron Gourlay, Eurostar
Liam Morris-Ellis, Everything Everywhere
Geoff Greensmith, HMRC
Philip Coole, Aviva
Kathryn Farley-Osbourne, UCAS
Catherine Kellett, UCAS
Dean Couchman, InVision
Adrian Ward, Netcall
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Accredited Members
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Keith Stapleton, Aviva
Aaron Gourlay, Eurostar
Tony Lomas, Everything Everywhere
Graeme Bird, Hastings Insurance
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6
Session Take Aways
At this session today you will have a table
expert(s)
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This is to help get the information discussed
in this session out to the wider industry
They will be the voice of your table in today’s
session
The expert will record the topics you discuss
to help us understand your thoughts and
challenges
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7
Session Plan
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Introduction
UCAS
Workshop/Discussion
Questions
Forecasting
MI &
Performance
Scheduling
Real-Time
& Tactical
Planning
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8
Real-Time & Tactical Planning
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Who has all their triggers and actions
documented?
Have these been agreed by the
Operation?
Or, are these just agreed by the Planning
Team?
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9
Real-Time & Tactical Planning
Still thinking about triggers and actions
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Have these been reviewed in the last 6
months?
Have these been reviewed in the last 3
months?
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10
Real-Time & Tactical Planning
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Who has a weekly hand over meeting, e.g.
passing the plan over to the Real-Time
Team?
Who has a weekly, or monthly feedback
meeting to the Operation?
Who has a daily meeting, or morning buzz
session with the Operation, e.g. Team
Leaders?
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11
Real-Time & Tactical Planning
Discussion with your table
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Main aim/purpose of the meeting?
What could be improved, or what could
make this better?
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12
UCAS Case Study
Kathryn Farley-Osborne
Catherine Kellett
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Who are UCAS?
So what do you do for the rest of the
year??
Our reality
Life before
Planning
Real Time
Management Information
Success
Because you too can
own this face of pure
accomplishment
Takeaways
Buzz, Q & A and Workshop
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Stand up, and spend 3 minutes talking to
somebody new about your thoughts on
that presentation
Questions for Kathryn & Catherine
In your tables, discuss:
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Top Tips Checklist for Real-Time. (BP Guide
page 28)
What else would you like, or could do?
Feedback
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23
Session Take Aways &
Feedback
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Take a moment to capture the information
discussed and implement the take aways
back in your organisation.
At the end of this session, can you pass your
feedback form in as you exit the room.
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24
Refreshments
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Lunch will be served upstairs in the
restaurant.
Tea & Coffee will be available in the expo
area.
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25
Site Visits
UCAS, Cheltenham
11th September 2012
Other visits to consider…
Npower, Peterlee Durham, 5th September
Thames Water, Swindon, 18th September
Please go to PPF stand to book
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