Operational Effectiveness & Real-Time Modules

Develop a deep understanding of Real-Time and establish key operating principles to be better prepared prior to the day, more effective on-the-day and capture understanding and learning. They will be scheduled through the year and you can submit your interest at any point.

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

Intro to the Planning Cycle

Date TBC

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

1-Day Telling A Story With Numbers Workshop

Date TBC

This one-day training workshop is the opportunity for you to discuss the benefits and implications of different approaches and learn about the critical factors to consider. Use this course to help you determine what approach to develop in your own operation.

  • Be able to display complex data in a simple way
  • Have techniques for emotional engagement
  • Have a clear engagement strategy

Capacity Planning, Forecasting & Budgets

11th February, Manchester

This course gives you knowledge to support you in your role and overcome the obstacles you face, to help you create a culture of data-driven decision making.

After this course, you will understand;

  • The key numbers in a capacity plan & how to explain them
  • How plans & forecasts flows from strategy & budgets through the entire planning cycle
  • Managing data to ensure a single version of the truth

Best Practice in Planning

27th February, London

Learn how to apply the whole planning cycle, from capacity to scheduling & real-time, with the chance to explore further your role and where it fits in.

After this course, you will;

  • See how each planning stage impacts others
  • Explore the importance of handoffs and the data journey
  • Understand the importance of shrinkage and forecasting in maintaining an effective plan

Building and optimising Real-time RAG Models

10th March 2020, 1:30pm

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

Planning & Insight in Field & Branch Operations

17th March, Leeds

Learn how to apply the whole planning cycle, from capacity to scheduling & realtime, with the chance to explore further your role and where it fits in.

After this session, you will understand;

  • The key drivers of performance and how to explain them
  • How to set up effective data, reporting & comms plans
  • Crucial elements of a good plan and their impacts, including shrinkage, models & forecasting

Scheduling & Wellness: Managing Flexibility

9th June, Birmingham

Learn about lifestyle and wellness options that help balance people with business needs and explore the volatility of your operations’ workload.

After this course, you will understand;

  • How to analyse your flexibility requirements and opportunities
  • What options are available to improve your coverage while supporting wellness & lifestyle
  • How to develop a flexibility strategy that is a corporate asset

Operational Readiness & Effectiveness

10th June, Birmingham

Learn how to determine the optimal approach and build an operational playbook, in order to improve your Real-Time function and tactical planning framework.

After this course, you will understand;

  • The role of Real-Time and how to add most value as analysts
  • The predictability/impact of events. How to set effective triggers and actions
  • How to analyse your flexibility demands and manage shrinkage

Contact Centre Forecasting & Planning Manager

Leeds City Centre

Job Title: Contact Centre Forecasting & Planning Manager

Location: Leeds City Centre

Team: Call Centre Sales

Job Type: Permanent

Salary: Competitive

Hours: 40 hours

Planning & Insight in the Back Office

October, Midlands

Learn how to apply the whole planning cycle, from capacity to scheduling & real time, with the chance to explore further your role and where it fits in.

After this session, you will understand;

  • The key elements of capacity plans and backlog management
  • How to set up effective data, reporting & comms plans
  • Crucial elements of a good plan and their impacts, including shrinkage, models & forecasting

1-Day Stakeholder Engagement and Communication

Date TBC

Learn how to create your own stakeholder map and communication plan, teaching you basic influencing skills to help you succeed. After this course, you will;

  • Understand how to identify stakeholders and use a mapping tool
  • Create a communication plan and engagement strategies for stakeholders
  • Be able to deploy simple influencing skills at work

Forecasting & Scheduling Analyst

Job Title: Forecasting & Scheduling Analyst
Reports to: Forecasting & Planning Manager
Location: Holiday House

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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

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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