Academy Modules

Over 140 modules of learning form the backbone of our academy, allowing you to focus on what is most relevant and important. Join the courses as online webinars for just £45pp and pace yourself, with learning modules every month or quarter, to build a development plan for the year that is bespoke to your needs.

Forecastable Metrics

Date TBC

In many organisations forecasting is limited to volumes of contacts or work, but we can do so much more. Whether we are forecasters or analysts, applying these techniques to our other metrics can open up a wealth of opportunities for improvement.

- Learn how using forecasting techniques can open up new opportunities in your organisation.
- Hear how innovation awards finalists are putting this into practice

Data Visualisation in Forecasting

Date TBC

Explore effective ways of presenting data in a meaningful, interesting and engaging way. Improve the way you inform and persuade your key stakeholders.  

  • Understand why your existing reports don’t excite or engage your stakeholders
  • Learn the basics of data visualisation and how to communicate information
  • Apply “2 key questions” and start the use the tools and resource you need

Forecastable Metrics

Date TBC

In many organisations forecasting is limited to volumes of contacts or work, but we can do so much more. Whether we are forecasters or analysts, applying these techniques to our other metrics can open up a wealth of opportunities for improvement.

  • Learn how using forecasting techniques can open up new opportunities in your organisation.
  • Hear how innovation awards finalists are putting this into practice.

Intro to Advanced Vol/Flex Balancing Mathematics

Date TBC

Understand the benefits of taking a more in-depth view into the volatility of your supply and demand, and flexibility requirements.

- Understand the value of further analysis.
- Learn analysis techniques to measure variance
- Translate this into a practical output for flexibility

Advanced Vol/Flex Balancing Mathematics

Date TBC

Develop your flexibility offering with deeper analysis of your supply and demand, driving a workforce strategy.

- Understand the scale of volatility
- Engage your stakeholders with advanced analysis
- Use this to drive decisions and develop a workforce strategy

Erlang Versus Linear

3rd December, 2pm

Understand the positives and limitations of using Erlang C to calculate your headcount. Learning outcomes include:
 - How many people do we need?
 - What is Erlang trying to do?
 - Limitations of Erlang C
 - Using Erlang in practice

Measures of Success for Forecasting

Date TBC

The setting of an arbitrary blanket target of say +/-5% forecast accuracy highlights that an organisation does not truly understand the nature of forecasting. Explore the key responsibilities of forecasting and how to take a holistic view when setting measures of success.  Learning outcomes include:

- What does good look like?  Explore the key characteristics of an ideal forecast and key considerations to develop understanding and learning.

- Define your purpose.  Understand how forecasting can support your business strategy and impact it can have on customers and colleagues.

- Creating the right measures.  Understand different perspectives and develop a holistic framework of success measures.

Telling Stories with numbers

Date TBC

In this webinar we explore techniques for presenting and communicating data to support turning insight into action.  These include:

- The Pyramid Principle

- Emotional Engagement

- The Pattern of Great Presentations

Advanced Forecasting Techniques and Analysis tools

Date TBC

Learn how to incorporate all relevant information using Statistical and Expert methods to produce the best possible predictions. Further your knowledge in the types of technique and how they can be applied, and which performs best dependent on the problem. Learning outcomes include:

- Statistical Methods. Explore the key characteristics of Pure Time Series models and key considerations. 

- Standard Deviation. See how Standard Deviation can help you understand variability and support your forecasting approach.

- Explanatory & Expert Methods. Learn how to build a multiple regression model in excel and explore how the Delphi method could be a powerful tool in your forecasting armoury.

Introduction to Forecasting

Date TBC

This module provides an introductory understanding of:

- the fundamental inputs and outputs of the forecasting processes.

- the role of forecasting within the planning cycle 

- the characteristics of best in class forecasting teams as evidenced throgh The Forum's standards-benchmarking programme

Predictability of Events exercise

Date TBC

A chance to practice assessing the predictability of events through a classic exercise from The Forum to help you hone your skills in forecasting ad hoc events.

Introduction to Volatility & Flexibility

Date TBC

The basis of a best practice scheduling strategy is a clear understanding of the volatility of workload and the amount of flexibility to need and can afford.  This module introduces you to theoretical models and calculations to understand your flexibility need.  Learning outcomes include:

- What does volatility & flexibility mean and the importance of defining these for your business.

- How to calculate the volatility of demand and amount of flexibility available

- Understanding different flexibility needs based on different starting positions, e.g. annually and daily, compared to average, compared to budget

Forecastable Metrics

Date TBC

In many organisations forecasting is limited to volumes of contacts or work, but we can do so much more.  Whether we are forecasters or analysts, applying these techniques to our other metrics can open up a wealth of opportunities for improvement.

- Learn how using forecasting techniques can open up new opportunities in your organisation.

- Hear how innovation awards finalists are putting this into practice.

Accuracy and Confidence

Date TBC

Accuracy is important in any insight or forecast we produce but 100% accuracy is often not possible. In this module we will explore some statistical techniques to understand the accuracy and limitations of our insight and forecasts and how to communicate this with your stakeholders. In this module we will cover:

- Standard Deviation  

- Margin of error  

- The language of confidence

Measures of Success for Forecasting

Date TBC

The setting of an arbitrary blanket target of say +/-5% forecast accuracy highlights that an organisation does not truly understand the nature of forecasting. Explore the key responsibilities of forecasting and how to take a holistic view when setting measures of success.  Learning outcomes include:

- What does good look like?  Explore the key characteristics of an ideal forecast and key considerations to develop understanding and learning.

- Define your purpose.  Understand how forecasting can support your business strategy and impact it can have on customers and colleagues.

- Creating the right measures.  Understand different perspectives and develop a holistic framework of success measures.

Data Visualisation in Forecasting

Date TBC

Explore effective ways of presenting data in a meaningful, interesting and engaging way. Improve the way you inform and persuade your key stakeholders.  

  • Understand why your existing reports don’t excite or engage your stakeholders
  • Learn the basics of data visualisation and how to communicate information
  • Apply “2 key questions” and start the use the tools and resource you need

Theme picker

As a member, you are not on your own but part of a community with others facing many similar challenges. We are here to help you to make a tangible impact in your organisation and show how developing the capability of each specialist professional function is fundamental to your business.

Book for one of our events to experience our exceptional community or get in touch to talk about how we can help you and your teams to be fully effective in adding value to your business. Email advice@theforum.social, call 0333 123 5960 or contact any of The Forum team


About us

As an independent association established since 2000, we offer a trusted space for professionals in contact centre, field service, back office or retail operation. Benchmark against the best in class and learn from innovators and pioneers.

Workshops

Capacity Planning, Forecasting & Budgets
11th February, Manchester
Our new workshop programmes for 2020 are continually updated with examples of the latest developments.

Other Learning Workshops

Conferences

Customer Strategy & Planning 2020
27th & 28th April 2020
Learn first-hand from practitioners and business leaders who are delivering successful change.

National Conferences 2019
Catch up on the highlights
Annual conferences dedicated to the needs of their communities.

Get in touch

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