The National Planning

A one day conference for Planning professionals
an inspiring mix of networking, presentations, case studies, round tables and workshops.

21 November 2018, Nottingham

2018 National Planning Conference What You'll Discover at The Planning Conference:
Choose From Over 20 Sessions
Experiences Only at Conference


The National Planning Conference is the flagship conference for all Resource Planning Professionals, providing a unique opportunity to discuss and shape best practice principles, hearing practical case study examples from best-in-class organisations and networking with fellow Planning professionals.

Join us on a day learning from the inspiring keynote presentations, industry professionals and best practices that will keep you looking ahead.

Attend sessions and interact with other Planning professionals and experts. This year's event is bigger than ever - with more than 20 sessions, inspiring keynotes and the opportunity to meet one-on-one with the leaders who are shaping the future in customer contact.

Check Agenda



QStory: Intraday Automation.
NICE: Cloud Contact Center Software.



12 Professsional Speakers:
Speakers from The Forum and industry professionals.

Event date

Date & Time

21st, November 2018
9.00 AM - 4.30 PM



Eastwood Hall
Mansfield Road,
Eastwood, Nottingham,
NG16 3SS

20 Sessions
25 Hours
12 Speakers

Key topics

Key topics at conference this year include

Capacity Planning Take the opportunity to understand what are the best practice principles for forecasting, budget planning and understanding s the complexity of shrinkage
Scheduling Workshops will look at understanding success measures and the key ingredients for a successful scheduling strategy, along with understanding the pitfalls to avoid with multi-skilling, multi-channel and blending skills.
Operational Effectiveness Considerations for rule-based thinking, self-serve and automation and alternative approaches. Engage and empower to improve operational effectiveness. This will help you determine what approach to develop in your own operation and how to improve your Real-Time function and tactical planning framework.
Influencing Skills for Stakeholders Learn about key influencing principles and how to make them work for you and your initiatives in the work place. Be introduced to nudge theory, the science behind persuasion and some practical tips that you can try out immediately at work, and at home!
AI & Robotics Hear from industry leaders and technology providers on the current state and future state of artificial intelligence and use of robotics in call centres.
Workforce Engagement Management Having truly engaged contact centre employees requires adjusting the mindset and technologies to manage agents' day-to-day roles. Inspired by the recent Gartner report on Workforce Engagement Management, hear different perspectives on how WFO is moving to the next level.

Planning conference agenda

Directly addressing the needs of Planning Professionals as well as business leaders, this one day conference offers an inspiring mix of networking, presentations, case studies, round tables and workshops.

08:00am Registration and Refreshments
09:00am Opening Keynote
10:00am Refreshments and networking

10:30am Capacity Planning Workshop
12:30pm Forecasting Technology
13:15pm Workforce Engagement Management
14:00pm Planning for Digital & Messaging
15:15pm AI & Robotics Showcase
10:30am Scheduling Workshop
12:30pm Influencing stakeholders
13:15pm L&D Academy
14:00pm Next generation Back Office Planning
15:15pm Benchmarking
10:30am Self-serve and automation
13:15pm Networking Groups
14:00pm operational effectiveness and resource planning
15:15pm Practical methods for influencing stakeholders
10:30am Case studies and benchmarking
14:00pm Field, Branch & Enterprise Planning
15:15pm Networking Groups
16:30pm Conference close
16:40pm Networking drinks

Event Speakers

A range of speakers from The Forum and industry experts
directly addressing the needs of Planning Professionals as well as business leaders.

Paul Smedley
Paul Smedley
Paul Smedley Chair, Founder

Paul is responsible for the strategic development of our best practice programmes, the popular annual conference and the prestigious Innovation Awards.

Nicola Callan
Nicola Callan
Nicola Callan Director

Nicola started her career in the travel industry working in customer facing and management roles in Spain and in the UK. A move to a consultancy firm in Financial Services generated experience in process definition and improvement methodologies.

Phil Anderson
Phil Anderson
Phil Anderson Head of Planning

Phil Anderson is Head of Best Practice (Planning) providing a range of membership support including training, research, presentations, facilitation, consultancy and corporate reviews.

Bob Stella
Bob Stella
Bob Stella Head of Best Practice

Bob brings a broad experience in transforming customer service in any industry: From the global, multisite, multinational organisation to the local two seater operation.

Richard Abdy
Richard Abdy
Richard Abdy Head of Membership

Richard has nearly 20 years’ leadership and planning experience in finance, telecoms and public sector customer contact organisations.

Dee Chapman
Dee Chapman
Dee Chapman Programme Support Manager

Dee has worked in the customer contact industry for nearly 16 years, working predominantly in improving quality and customer service and lowering customer effort.

Leigh McIlwaine
Leigh McIlwaine
Leigh McIlwaine Programme Development Manager

With over 20 years experience working in the industry, Leigh has achieved a high level of specialist skills In Contact Centre & Back Office Resource Planning.

Ian Robertson
Ian Robertson
Ian Robertson Insight and Customer Experience Specialist

Ian has worked in the customer contact centres for the past 15 years, starting out as a customer service advisor dealing with correspondence, inbound and outbound calls and emails.

Alison Conaghan
Alison Conaghan
Alison Conaghan Planning and Insight Specialist

Alison has had various roles including intraday, planning, forecasting and scheduling within a multi-site, multi-lingual environment.

Paul Jackson-Moss
Paul Jackson-Moss
Paul Jackson-Moss Customer Contact Specialist

Paul brings 17 years experience of end to end resource planning in Contact centres, motivated by a challenge and a passion for identifying and delivering improvements not just for the customer but those on the frontline in planning and operations.

Martin Hill Wilson
Martin Hill Wilson
Martin Hill Wilson Independent consultant

Martin is a well known international speaker and chair for contact centre and customer engagement conferences.


Eastwood Hall

Located in an unforgettable setting, easily accessible and just a short drive away from the city of Nottingham, Eastwood Hall is a contemporary event and conference venue with modern and stylish space ideal to host this year's Planning conference. Click find out more for travel and accomodation details.

Find out more


Here is a list of answers to frequently asked questions about the conference.

If you still have unanswered questions after reading this page, please contact us.

Great speakers with great topics. Join us!

Hear from the people leading the way in the Customer Contact Industry.
Gain insight into emerging strategies, the latest innovative technologies, and best practices.
Network with leaders, build your network and collaborate with your peers.

"The Planning Conference is the largest of its kind. We are recognised as the go to place as you are not on your own but part of a community with others facing many similar challenges."

Paul Smedley Chair, Founder
Prices from £700
  • tickConference Pack
  • tick20 Sessions
  • tick12 Professional Speakers
  • tickLunch and snacks provided
  • tickNetworking Drinks

*Ticket prices are £700.00 for members, £800.00 non-members.

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Bird Hall Lane, Stockport

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