[May 03, 2013] The Professional Planning Forum and Nexidia Align to Promote Approaches to Performance and Quality in Customer Contact Tweet May 03, 2013 (Close-Up Media via COMTEX) -- The Professional Planning Forum and Nexidia, long term educators of those seeking to enhance their business through the use of interaction analytics, have joined forces to provide independent education that accelerates the development of next-generation approaches to improving performance, quality and customer experience through the use of powerful customer interaction analytics solutions. According to a release, the Planning Forum and Nexidia will come together to provide a series of six, one-day interactive training workshops. These will remain system independent in approach, providing essential insight into how an interaction analytics solution can deliver tangible business benefit and the steps that are needed to achieve this goal. Workshop participants will gain hands-on experience with a new interactive training system provided by Nexidia. Additionally, practitioners have the opportunity to attend these training courses free of charge as a benefit of the new alliance. "Analytics is a technology that can fundamentally change how contact centres work. It is possible to do things we couldn't do before, but to do them we have to focus on how we apply the technology," explains Paul Smedley, Chair and Founder of the Professional Planning Forum. "That's why independent education is so important. It helps our members understand how the business can use technology and what they have to do to get the maximum benefit. We are delighted to work with Nexidia to promote a tangible transformation in customer experience." Jonathan Wax, VP EMEA, Nexidia corroborates, "We are overjoyed to be working with the Professional Planning Forum in this series of valuable training workshops aimed to educate organisations on how interaction analytics can help a business gain valuable insight that they never thought possible. It is essential to educate the market on best practice and guide organisations on how to take full advantage of the resources available. This is an exciting time for the market as we move into a next generation way of thinking." The Planning Forum are also working closely with the industry-wide Performance & Quality best practice campaign, which aims to bring next generation thinking into the workplace. Supported and sponsored by Nexidia, this campaign, spearheaded by Martin Hill Wilson, CEO of Brainfood Consulting, has already generated a volume of rich content and experiences. Results from a first stage of research reveal that less than half of contact centre leaders believe that current approaches to conducting performance and quality in their organisations is an effective way of capturing performance insights. The next natural stage in this campaign is the P&Q Challenge, using a strategic framework that has been developed with the Professional Planning Forum, to help strengthen performance and quality across an entire organisation. Martin will be presenting this work at the Planning Forum's annual conference next week, and jointly hosting a workshop, sponsored by Nexidia, to engage Planning Forum members in the new challenge. By joining forces with the well-established training programmes in the Professional Planning Forum, the two organisations are looking to provide a rich stream of support for best practice in performance, quality and analytics. The Professional Planning Forum is the independent industry body for resourcing and planning in the contact centre industry, working across all industry sectors to provide specialist support for contact centre professionals. More information: www.planningforum.co.uk www.nexidia.com ((Comments on this story may be sent to [email protected])) [ Back To TMCnet.com's Homepage ]