Forecasting & Analysis Modules

Incorporate all relevant data, using statistical and expert methods to produce the best possible predictions. Further your knowledge about what performs best for your problems. They will be scheduled through the year and you can submit your interest at any point. 

Volatility and Flex in Real Time

Hosted on 11th June 2020 by David Preece

Develop a deeper understanding of your supply and demand intraday profiles to understand how much flexibility you have and need.
 - Understand how to measure the variability of intraday profiles
 - Learn how to create triggers for action to flex your staff
 - Improve your operational readiness to become more effective

Intro to The Planning Cycle

Hosted on 8th June 2020 by David Preece

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 a part in driving continuous improvement and become the nerve-centre of the business

Telling a Story with Numbers

Hosted on 7th April 2020 by Ian Robertson & Phil Anderson

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

Shrinkage: Tracking, Managing and Optimising

Hosted on 14th June 2019 By Leigh McIlwaine

Deeper dive into shrinkage, historical tracking, forecasting and incorporating in long and short term planning. Understand the importance of tracking and managing your shrinkages so they are optimised for your staff. Learning outcomes include:
 - What is included in shrinkage?
 - The importance of standardised tracking
 - How do you categorise to monitor and report?
 - Which numbers should you use for planning?
 - Why you should spend as much time forecasting Shrinkage as work volumes


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.

Learning Academy

On-demand modules

We have a wide range of virtual modules that you can view at your own pace.

Covid-19 Series

You have a community of support at The Forum. See the series of free webinars to help you through this unusual situation.

Conferences

Customer Strategy & Planning 2020
28th Sept - 9th Oct, Virtually
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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Birdhall Lane,
Stockport, SK3 0XA

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