Operational Effectiveness (Intra-day) Workshop

2-Day Operational Effectiveness (Intra-day) Workshop


The Course

The Forum has created 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

David Preece

David Preece is joined our team in July 2019 as Head of Programme Delivery. He will be supporting our membership growth and leading work on best practice in planning, bringing a vast knowledge and expertise in both Resource Planning & Insight.


Learning Outcomes

  • The role & responsibility of Real-Time
  • Predictability and Impact of events
  • Shrinkage Management
  • Volatility & Flexibility demands
  • 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 Date

Start Date End Date Location
10th September 11th September Glasgow


Member £1090
Non-Member £1190
*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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