Thought leadership

The Professional Planning Forum is establishing what it says is the first full degree programme for the Contact Centre industry.

It will be officially launched at the PPF’s flagship event, Customer Strategy and Planning 2013 at the end of this month. Awarded by the University of Ulster, this is a hugely exciting opportunity for contact centre planners, analysts and managers to gain externally accredited academic qualifications.

Created in partnership with the University of Ulster and through consultation with an industry steering group, students can study a range of programmes from a single standalone module, leading to a certificate, diploma or full BSc Honours degree.

 The formal degree is delivered through an on-line teaching environment comprising webinars and calls, directed reading, exercises and discussion forums. In addition, the specialist face to face workshops that are a feature of the Planning Forum specialist training will be made available to students, providing additional value and expertise.

 Prior learning or experience is accredited, allowing students to enter the programme at several entry points. Enrolment is in June, September and March, and interest is expected to be considerable.

 The Planning Forum has been delivering specialist training and qualifications for the customer contact industry for over 10 years. “This is the first undergraduate degree programme for this industry in the world. It is a fantastic opportunity for planners, analysts and managers to gain recognized and transferable qualifications. We are delighted to be working with the University of Ulster to offer this industry first”, explained Steve Woosey, CEO of the Professional Planning Forum.

The Ulster Business School, with approximately 140 academic staff and over 6,000 student registrations each year, is one of the largest providers of executive education and management training in Britain and Ireland. 

Professor Jackie McCoy, Head of Department, Marketing Entrepreneurship and Strategy, and Director of the Business Institute, added, “As part of a recent review of provision, the specialist skills of the Professional Planning Forum have been identified as key to the continuing development and expansion of this industry specific award, and the on-going development of higher education pathways for the contact centre industry.”


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