Innovation Awards Finalists.  See how Anglian Water developed a bespoke workforce management system in the back office, integrated with existing systems to reduce administrative workload and 18% headcount in the planning function alone.   Discover how they created automated weekly schedules for the back office and how these link automatically to the performance management system.  Hear how automation of sickness management and annual leave gives visibility to individual agents and helped halve absence in the back office.   Gain insight from the way in which they identified the developments and worked with IT to deliver what the business required.

Expert Panel and Discussion.  led by the Planinng Forum's Colin Whelan and Chris Collins, Head of Ops at Coventry Building Society, winners of the 2009 Back Office Innovation Award.  Understand what best practice in planning for outbound looks like and how to radically improve your service while also reducing costs,  by introducing a service culture in the back office.