Best Practice Customer Operations Guide Out Now

‘Putting People First’ published by Professional Planning Forum

Best practice guide

The 2013 Best Practice Guide – Putting People First – has been published by the Professional Planning Forum.

Over 100 pages, packed with case studies, research, thought leadership and supplier listings, this is a year-round resource that contains the very best of the year’s material.

Designed for directors, managers and specialists responsible for resourcing, analysis and quality in customer operations, the guide contains material covering inbound, outbound, back office, quality, cultural change, process improvement and technology.

Aiming not only to inspire, but also to identify practical insight and provide toolkits and hot tips, the guide is published in order to raise standards across the industry.

Steve Woosey, Chief Executive, Professional Planning Forum said:

“This guide showcases achievements from the innovators in our industry, presents new benchmark material and charts the key trends for the year ahead. This is an outstanding resource that we make available to our members and the wider community, in order to share best practice and support raised standards across the industry.”

The guide is the latest in a series of reference books published by the Forum. Specialist books on Homeworking and Speech Analytics are also available, with one on Flexibility due in the autumn.

You can download a soft-copy or order a hard-copy free of charge on a first-come-first-served basis by contacting the Professional Planning Forum or by email at

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