Forecasting & Analysis Modules

Incorporate all relevant data, using statistical and expert methods to produce the best possible predictions. Further your knowledge about what performs best for your problems. They will be scheduled through the year and you can submit your interest at any point. 

Shrinkage Calculations

8th November, 12pm

Introduction into shrinkage calculations, tiered shrinkage, historical tracking.  Understand the importance of calculating shrinkages so they are optimised for your operation the key differences and impact on your resource requirements
 - What is included in shrinkage?
 - The importance of calculating shrinkage correctly.
 - Which method should you use for planning, budgeting.

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

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.

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.

Measures of Success for Capacity Planning

Date TBC

Understand how to create the right measures to track and develop your Capacity Planning. 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 capacity plan and key considerations to develop understanding and learning.

- Define your purpose. Understand how capacity 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 Capacity Planning

Date TBC

Learn how Capacity planning is a fundamental part of the Planning Cycle, how modelling Capacity influences budget decisions and supports the implementation of strategy by linking commercial plans to resourcing. Learning outcomes include:                                       

- Types of Capacity. Further your understanding in the types of capacity and how they can used as powerful tools in managing expectations and driving decision.

- Assumptions. Explore the assumptions you should be including in your capacity plan, understand how to calculate variables and use them to improve utilisation of existing capacity and improve effectiveness. 

- Process. Understand the key principles of Governance and Operating Rhythm.

Understanding the Flexibility Toolkit

Date TBC

One you have determined the volatility of your volumes you can start to think of ways to manage this through scheduling. The flexibility toolkit contains 18 options that you can use in your business. Learning outcomes include:

- What are the flexibility options and which can be combined? 

- Pros and cons of each method and case study examples of how they’ve been implemented.

- Understanding how different tool kit options can be used strategically and tactical

Operating models, routing strategic and skill design

Date TBC

How Multi-skilling routing works & load balancing between sites or teams plus more

- IVR Vs Routing

- Operating Models

- Breaking Erlang

- Purposes of multiskilling

- Balancing conflicting view points

- New potential planning logics

Managing Assumptions

Date TBC

Understand the need for everyone to realise the importance of managing your assumptions and how targets can drive behaviour

- Consider the importance of assumptions in your models

- Ensure understanding of the impact of variances through the day and between people

- Build your stakeholder engagement

Data Visualisation in Capacity Planning

Date TBC

Explore effective ways of presenting data in a meaningful, interesting and engaging way.  Help to make your Capacity Plans easier to understand and 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

Advanced Volatility & Flexibility balancing strategies

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

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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.


MI & Performance Analysis
9th- 10th October, Manchester
Understand best in class and how to improve data structure & accuracy and analysis techniques.

Other Learning Workshops


National Conferences 2019
6th November 2019
Annual conferences dedicated to the needs of their communities.

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

Get in touch

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