Paul Smedley

Executive Director of the Professional Planning Forum - established training, best practice and awards programmes.

[Paul Smedley @PPFPaul]

Look forward to seeing you at 2pm, for the launch of our 2020 Vision Best Practice Guide. Catch up with the recording if you cant make it then! https://t.co/e6ZWBoPdYm

[Paul Smedley @PPFPaul]

Hey this is a great email customer service - well done LEGO - cant wait to hear Sophie on April30 http://t.co/tgMsvU9e via @callcentrefocus

[Paul Smedley @PPFPaul]

With the pressure for change great than ever, what are the real drivers of successful service transformation? Share...: http://t.co/gOuroSRr

[Paul Smedley @PPFPaul]

Are we serious about social media support forums? Interesting article - what do you thihnk? http://t.co/cUXeAku

[Paul Smedley @PPFPaul]

3rd #innovation visit in a week shows how speech #analytics IS driving the business: Conduit - don't miss! http://bit.ly/hqDE96 #ppfconf

[Paul Smedley @PPFPaul]

@martinhw absolutely! listening-action is the key. Quality is so often compliance and internal focussed, but real quality is to listen/learn

[Martin Hill-Wilson @martinhw]

Doing something with Social Media feedback requires an enterprise listening-action loop. Are we up for that? http://lnkd.in/cCYSga

[Paul Smedley @PPFPaul]

Empower people to assess their own performance? #Speech #Analytics at British Gas breaks new ground. http://bit.ly/hqDE96 #ppfconf

[Paul Smedley @PPFPaul]

Surrey Council: Channel shift/#transformation – doing what private sector often hasn’t started. More at - http://bit.ly/hqDE96 #ppfconf

[Paul Smedley @PPFPaul]

Apex: Efficiency without silent calls. Who’d have thought of #Speech #Analytics? Great day! More at http://bit.ly/hqDE96 #ppfconf

[Paul Smedley @PPFPaul]

Portsmouth Council Housing #Innovation - cheaper to do it better. HALVED cost of repair. Don’t miss - http://bit.ly/hqDE96 #ppfconf

[Paul Smedley @PPFPaul]

Wokingham Council, who says private sector shows more #innovation? Homeworking, removing silos, look & learn http://bit.ly/hqDE96 #ppfconf

[Paul Smedley @PPFPaul]

Fantastic #innovation on reducing customer effort at RAC – bottom up approach uses rich data. Go see - http://bit.ly/hqDE96 #ppfconf

[Paul Smedley @PPFPaul]

Speech analytics: listen to the right part of the right calls - obvious but actually nobody could do that before! lol (verint seminar i ...

[Paul Smedley @PPFPaul]

Ops directors say resource planning is top opportunity for improvement in back office (red owl survey) wow :-)