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.

Building and optimising Real-time RAG Models

Date TBC

Drive decisions and continuous improvement by building effective RAG status trigger for actions, which engage the operation and improve performance. This module follows the “Using RAG models to take action”.

- Learn how to set appropriate thresholds for in-day reporting
- Understand different ways of engaging the operation
- Create a learning mechanism to drive continuous improvement

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

Shrinkage: Tracking, Managing and Optimising

Date TBC

This was held on 9th November: Deeper dive into shrinkage, historical tracking, forecasting and incorporating in long and short term planning.

Understand the importance of tracking and manging your shrinkages so they are optimised for your staff. Learning outcomes include:

- What is included in shrinkage?

- The importance of standardised tracking

- How do you categorise to monitor and report?

- Which numbers should you use for planning?

- Why you should spend as much time forecasting Shrinkage as work volumes.

Measures of Success Real Time

Date TBC

Understand how to create the right measures to track and develop your real time effectiveness. Learn how to create the right process, aligned to your strategy 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 real time function and key considerations to develop understanding and learning.

- Define your purpose. Understand how real-time planning 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.

Introduction to Real Time

Date TBC

This module provides an introductory understanding of:

- The fundamental inputs and outputs of Real-Time processes.

- The role of Real-Time Planning within the planning cycle 

- The characteristics of best in class Real-Time teams as evidenced through The Forum's standards-benchmarking programme

Data Visualisation in Real Time

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

Volatility vs Flexibility in Real Time

Date TBC

Develop a deeper understanding of your supply and demand intra-day profiles to understand how much flexibility you have and need.

- Understand how to measure the variability of intraday profiles

- Learn how to create triggers for action to flex your staff

- Improve your operational readiness to become more effective

Using RAG models to take action

Date TBC

Understanding how to create effective thresholds to really drive improvement through easy to understanding Red, Amber and Green status.  This module will explore classic mistakes and top tips to improve how you communicate numbers:

- The purpose of Red, Amber and Green status

- Mistakes to avoid

- Top tips, new techniques and tried and tested examples

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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