Planning, Analysis & Insight User Group

About the group

This group will be renamed as the Planning, Analysis & Insights User Group. Previously known as the Planning & MI User Group, MI isn’t being forgotten–accurate information is essential to enable effective analysis & insight so it will remain one of our themes.

The Planning, Analysis & Insight User Group exists to share experiences and best practice across our region for the benefit of all.

As our businesses have evolved to meet changing demands from both customers and employees, focus has shifted away from traditional contact centre KPIs and metrics to a world where deep understanding of less tangible information is key.

To reflect this, more emphasis is being placed on analysis of complex information such as customer behaviour to provide vital insight into the underlying causes of non-value demand which can be used to drive change and improve the customer experience whilst reducing or removing unnecessary contacts.

This analysis and insight dovetails perfectly with contact centre planning functions, both in terms of existing plans forecasts based on the status quo and in assessing the impact of any proposed changes on future contact volumes and resource requirements.

Previous topics covered include planning for exceptional circumstances and major events (How do you plan for events like the World Cup or death of a royal?). Attendees are encouraged to suggest additional subjects for dicussion – what are your hot topics and current challenges? To attend the next meeting please contact group chair, Paul Allen

Upcoming sessions

Book your place

To attend any of the meetings listed above, please click on the event name and send us an RSVP. Alternatively, you can contact the Group Chair Paul Allen on the right.

Group Chair Paul Sanders

Operational Resource Planning Manager at Towergate Insurance Brokers

I have over 10 years of Contact Centre, Operational Planning and MI experience across a variety of sectors, joining my current role at Towergate Insurance in 2018.

I’m extremely keen on utilising and investing in new technologies which enhance our business, our employee wellbeing and our customer journey. I also enjoy the challenge and flexibility of trying new ideas that are often derived from front line staff with a view to increasing our level of employee engagement.

This forum provides an open policy within which to share new ideas and practices that have both worked or not in order to raise the level of Planning within our region.

Email Paul