Operational Effectiveness (Intra-day) Workshop

2-Day Operational Effectiveness (Intra-day) Workshop, in association with QStory


The Course

The Forum has joined forces with QStory to create a 2-day workshop dedicated to Real-Time operational resource planning. The 2-day course has been designed to deliver best practice and thought leadership, through interactive exercises and lively discussion.


Who should attend?

This two day training 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.


Course Leader

Alison Conaghan

Alison Conaghan is a planning and Insight Specialist providing a range of membership support including University Accredited training, research and presentations.


Learning Outcomes

  • The role & responsibility of Real-Time
  • Predictability and Impact of events
  • Shrinkage Management
  • Volatility & Flexibility demands
  • The QStory Challenge – take on the sandbox simulator
  • Understanding ROI & value
  • Engaging key stakeholders
  • Action planning

What our attendees said

"The freedom to relate certain aspects to how we are currently working and improvements we need to make.” And, “A very good session, with a variety of activities. Kept my attention all the way through and was at a pace which was easy to keep up with."

Jonni Thurling, Direct Line Group

"Taking time outside of the day to day environment and viewing processes at a distance and being able to question why things are done as they are."

John Leggatt, Anglian Water

Course Sponsor


Course Date

Start Date End Date Location


Member £1100
Non-Member £1240
*All prices exclude VAT

Enquiry Form

Is this course right for you? To speak to a course leader, call us on 0333 123 5960. To book your place complete the form below.


About us

As an independent body supporting the contact centre industry since early 2000, we are supplier-independent and work across all industry sectors to provide specialist support for contact centre professionals.

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