As analysts and forecasters we may often carry out scenario analysis for our stakeholders. “We will often be asked what would happen if we do this?” or “What would be the outcome of that. This has great value but is a trial and error approach and may not make full use of our knowledge and skills. In this keynote we will explore how to:

• Encourage our stakeholders to come to us with problems rather than solutions
• Rearrange our models to become goal led rather than driver led.
• Move from What if to If then models.

 - How can we prepared for our moment of truth?

 - How can we be ready and confident to succeed?

 - How can we be equipped with a range of skills to adapt to any situation?

Agility & Accuracy – Analyse and Act
The data we share needs to be accurate but in the real world 100% accuracy is not achievable. The quest for perfection can lead to inaction and without action our work has no value.
In this workshop we will help you to:

• Define what is good enough
• Understand when you need to do further analysis and when it is time to act
• Give your stakeholders confidence in imperfect data

How to drive purpose and consistency through engaging Calibration

Calibration is a fundamental necessity of any Quality Assurance, development, and improvement process. In this workshop hear from Helen Beaumont Manahan, Head of Training & Development at BPA Quality who will share some top tips on Best Practice approaches to calibration. She will be joined by L&Q who have revolutionised their approach to calibration drivuing better results for colleagues and customers.

How engaging coaching and training programmes can re-invigorate your contact centre

As we manage a distributed workforce we have to adapt our coaching and training approaches to ensure everyone gets the time, attention and opportunity they deserve. This session will look at different techniques, technology and approaches to engage, learn and develop your Teams and individuals.

This workshop will help you to execute your workforce strategy learning effective scheduling techniques and real-time triggers for action. Learn how preference based scheduling can increase your flexibility options and develop new on-the-day solutions to match customer and colleague demand.

• Challenge conventional wisdom with the latest flexibility opportunities.
• Hear practical examples of what works for today’s employee.
• Discuss new ways and how to overcome challenges.

Engaging an audience is hard, this is made even harder when you are presenting the same information everyday, week and month. This workshop is designed to help you rethink how you present information and redefine the way data and insight can engage your stakeholders, to drive learning and better decisions.

• Learn how to structure your information, to provide the right amount to the right audience.
• Prioritise and focus on what matters most.
• Stop producing reports that no one reads, or that cause more confusion.

The insight we produce is only as good as the question that we ask. As analysts we need to become adept at asking the right questions of both our stakeholders and our data. 
This workshop will draw on techniques regularly used by coaches to help us in our role as an analyst

• Learn how to understand what our stakeholders really want
• Help our stakeholders understand what they really want.
• Discuss the best questions to improve our insight

This workshop will help you to improve your operational plans, budget setting and implement your strategy with the right measures and targets. Strategic reframing and scenario planning will help us to be better prepared for the future.

• Thought leadership on success with scenario planning.
• Hear from case study examples to help you to become more effective.
• Group discussion and networking to challenge thinking and new ways forward for you.