Workshop Programmes and Assisted Learning Pathways

Our new workshop programmes for 2020 are continually updated with examples of the latest developments. They build skills in interactive ways, so you learn alongside others and explore how to implement new approaches.

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

Best Practice in Insight, Reporting and Analysis

28th February, London

Learn the secrets of great analysis and reporting that drives action, whether working on resourcing, customer, performance, analytics or other types of data.

After this session, you will understand;

  • What good looks like: with examples, trends, top tips and pitfalls to avoid
  • How reports & presentations can drive brilliant learning
  • Methods to improve data structure, accuracy and analysis

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

Best Practice in Quality & Continuous Improvement

9th June, Birmingham

Put customer experience at the heart of a positive performance culture for colleagues and learn new approaches to driving improvement in your role.

After this session, you will understand;

  • Behaviour-based quality & alternatives to just ‘ticking a box’
  • How to apply a variety of techniques to drive improvement
  • What good looks like: trends, opportunities & pitfalls to avoid in a digital age

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

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

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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