MI & Insight Modules

Learn the best practice principles to help you move from data, through analysis to providing actionable insight which is in demand across your business. They will be scheduled through the year and you can submit your interest at any point.

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

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.

Introduction to MI & Insight

Date TBC

This module provides an introductory understanding of:

- the fundamental inputs and outputs of the MI and Insight processes.

- the role of MI and Insight within the planning cycle 

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

Measures of Success for MI and Insight

Date TBC

Understand how to create the right measures to track and develop your MI and Insight efforts. 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.

Measures of Success: Balanced Scorecards

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.

Theme picker


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

Copyright © 2019 - All Rights Reserved - theforum.social