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. 

Advanced Vol/Flex Balancing Strategies

18th October, 2pm

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

Intro to the Planning Cycle

22nd October, 2pm

Learn the role planning plays in implementing your strategic objectives.  Understand the importance of your role and how you can help others.
 - Understand how the strategic objective is implemented into a forecasting, scheduling and real-time plan.
 - Learn about the importance of effective data checkpoints, change governance and hand-overs 
 - Play apart in driving continuous improvement and become the nerve-centre of the business

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.

Shrinkage Calculations

12th November, 2pm

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

Erlang Versus Linear

6th December, 12pm

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

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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.

Workshops

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

Other Learning Workshops

Conferences

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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