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. 

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

Root Cause Analysis

21st April 2020, 1:30pm

Root cause analysis is a core skill for analysts and forecasters but is something that few of us do well.  If we want to predict or shape the future it is vital that we understand the past.  In this webinar we will explore

- Why do we need root cause analysis
- How do we ensure we are asking the right questions
- Common Mistakes
- Use of technology to support root cause analysis

Understanding people (including how to say no)

12th May 2020, 1:30pm

Understanding Growth / Fixed mindset:

- What happens in our heads when we hear or say "no"
- Learn to handle objections

Accuracy and Confidence

16th June 2020, 1:30pm

Accuracy is important in any insight or forecast we produce but 100% accuracy is often not possible. In this module we will explore some statistical techniques to understand the accuracy and limitations of our insight and forecasts and how to communicate this with your stakeholders. In this module we will cover:

- Standard Deviation  

- Margin of error  

- The language of confidence

Driving Strategy through Capacity Planning

14th July 2020

This course is part of the “strategic analyst” series of webinars, designed to help everyone in analytical roles become a more active contributor to their organisation’s strategic narrative.

In this webinar we will explore:

-    What is strategy 

-    Benefits of working at the strategic level 

-    Making sense of your organisational strategy

-    Building capacity plans with you strategy in mind

-    Influencing strategy through capacity planning

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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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