Back Office Planning Workshop

2-Day Back Office Planning Workshop, in association with Verint - egSolutions


The Course

The Forum has joined forces with egSolutions to create a 2-day workshop dedicated to Back Office 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 Back Office 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 Back Office function.


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

  • Back Office efficiency cycle
  • Operating & Budget models
  • Weekly & daily waterfall models
  • Members Case Studies
  • The egOptimizer Challenge – take on the simulator
  • Understanding ROI & value
  • Engaging key stakeholders
  • Action planning

What our attendees said

“Back Office is just as important as Front. The workshop was 100% useful and enjoyable and as a result I am aiming to improve our approach to Back Office”

Sharon Dobson, Tesco Bank

“Great course, run at the right pace. Really insightful.”

Fola Olafore, Transport for London

“So useful to know that everyone has the same issues. I now understand how skills influence plans”

Sharon O’Donovan, DAS

“Helps to frame how to integrate planning with back office areas and reinforced the importance of engagement and using the right language”

Mark Turner, Ingeus

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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