Silver Lining Solutions to license performance optimisation technology to The Professional Planning Forum


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The collaboration will underpin flagship university accreditation and the
Forum’s sophisticated Skills Assessment Framework

Stockport and Solihull, United Kingdom, 9th April 2013 – The Professional
Planning Forum (PPF) and Silver Lining Solutions today announced that they
have signed an agreement which licenses the PPF to use Silver Lining’s
Optimizer solution to support its university qualifications in Customer
Contact Planning & Management and its widely respected Skills Assessment

The PPF selected Silver Lining Solution’s technology as it delivers distinct
benefits to both the Forum and its members. Members will access a
powerful, intuitive capability to benefit from the Forum’s rich Skills
Assessment Framework and the PPF will benefit from a greatly enhanced
ability to access, analyse and manage skills-related data. Optimizer will
help the PPF identify member and student skill and knowledge levels, monitor
their development, better understand further educational requirements and
ascertain the effectiveness of its education and training. Furthermore, the
solution’s analytical capability will enable the PPF to identify skills gaps
across the industry, facilitating the development of valuable best practice,
educational material and events.

“We are delighted to be using Silver Lining’s solution to support a critical
aspect of our professionalism agenda. The technology’s user friendly
interface will transform our ability to identify and meet the skills gaps
for individuals and the industry as a whole, thereby helping us to become a
recognised and valuable profession,” said Steve Woosey, Chief Executive,
Professional Planning Forum.

The PPF is dedicated to professionalising the customer operations planning
industry and actively promotes best practice and effective planning in
customer contact operations across all vertical sectors. Its
professionalism agenda comprises 4 pillars: Professional Accreditation,
Professional Development, University Accreditation and a robust,
64-competency Skills Assessment Framework.

“Since 2000, the PPF has worked tirelessly to develop a world-class planning
function in the UK and Ireland and has become a hugely respected reference
point across the industry. We are proud that the PPF has recognised that
our technology will identify and replicate key industry skills and knowledge
that will further drive performance improvements for PPF members and the
industry,” concludes Amanda Westwood, CEO, Silver Lining Solutions.

About The Professional Planning Forum
An independent industry body established in 2000, the PPF promotes best
practice and effective planning in customer contact operations. The Forum
works across all sectors to establish professionalism in planning, offering
year-round advice and support for its members and a rich range of specialist
training, qualifications, standards and accreditation. Its expert team of
planning specialists bring over 50 years of call centre and planning
PPF Media Contact: Katherine Potter, [email protected]

About Silver Lining Solutions
Silver Lining Solutions is a leader in employee performance optimisation.
Leading companies around the world use Silver Lining’s unique solutions to
transform the customer experience and achieve step change improvements in
sales performance, customer experience and operational efficiencies.
Operating since 2001, the company is headquartered in Birmingham, UK, with
offices in Asia Pacific and the United States. In 2009, Silver Lining
Solutions received the prestigious award for ‘Best Product’ at the Call
Centre & Customer Management Expo.

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