These modules explore the role of insight analysts, and the scientific method, in shaping decisions, generating measurable improvement, and engaging key stakeholders. The modules include practical exercises to help you identify gaps and opportunity in your current approaches.

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

Knowledge and Content Management is growing in importance within our industry. It is key to helping both internal colleagues and external customers. These videos offer practical knowledge and examples for specialist knowledge management teams, as well as key tips and guidelines for analysts, planners or managers looking to understand more, or curate knowledge in their own area of specialism.  

This Box Set will take you on a journey to help you change your mindset and learn key professional skills to support your role now and in the future.  

This box set offers a deep dive into the key aspects of the contact centre industry. This includes an overview of the industry's history and evolution, an exploration of potential career pathways, a demystification of key terminologies, and an emphasis on the importance of the right mindset. By offering your new hires this early access to relevant industry knowledge, we are setting them up for success and ensuring they step into their roles with a solid foundation.

We've meticulously developed each module to provide an insightful introduction to the contact centre industry. From the industry's history and evolution to potential career pathways, key terminology, and the importance of the right mindset, we've covered essential knowledge areas that will equip your new hires with a solid foundation even before they step into their roles.

This comprehensive set of modules is designed to be flexible and accessible, allowing learners to engage with the material at their own pace, playing a pivotal role in equipping you with a deeper, practical understanding of the contact centre dynamics.