A-Z On-Demand Modules

See the list below of the available on-demand modules. Join the courses as online modules for just £45pp and pace yourself, with learning modules every month or quarter, to build a development plan for the year that is bespoke to your needs. If you missed the live module you can watch the recording below. Click on any link to view the recorded module.

Accuracy & Confidence
Advanced Forecasting Techniques And Analysis Tools
Advanced Vol & Flex Balancing Strategies
Bottom Up V Top Down Planning
Building And Optimising Real-Time RAG Models
Communication Planning
Conformance & Adherence Value & Management Methods
Data Visualisation
Dealing With Ad Hoc Requests
Delivering Value With Targets
Descriptive Statistics - Part 1
Descriptive Statistics - Part 2a
Descriptive Statistics - Part 2b
Descriptive Statistics - Part 2c
Driving Strategy Through Capacity Planning
Driving Strategy Through Forecasting
Driving Strategy Through Real-time
Emotional Engagement & The Power Of Stories
Erlang V Linear
Forecastable Metrics
Forecasting & Predictability
Formats & Layouts
Gathering Qualitative Feedback
How To Drive Engagement Though Shift Review
Identifying Opportunities From Patterns & Exceptions
Introduction To Advanced Vol & Flex Balancing Mathematics
Introduction To Capacity Planning
Introduction To Forecasting (With Lessons From The Best In Class)
Introduction To Influencing Skills
Introduction To Real-Time
Introduction To Scheduling (With Lessons From The Best In Class)
Introduction To Stakeholder Management
Introduction To The Insight Cycle
Introduction To The Planning Cycle
Managing Assumptions - Module 1
Managing Assumptions - Module 2
Managing People - Module 1
Managing People - Module 2
Managing People - Module 3
Measure Of Success For Capacity Planning
Measures Of Success For Forecasting
Measures Of Success For MI And Insight
Measures Of Success For Real Time
Measures Of Success For Scheduling
Measures Of Success: Balanced Scorecards
Operating & Budget Plans
Operating Models, Routing Strategies And Skill Design - Module 1 
Operating Models, Routing Strategies and Skill Design - Module 2
Performance Records, Data Tables, Rigour And Governance
Planning for Wellbeing
Predictability Of Events
Principles Of Persuasion
Problem Statements & Hypotheses
Root Cause Analysis
Scheduling & Flexibility Toolkit
Shrinkage Calculations
Shrinkage: Tracking, Managing And Optimising
Shrinkage (1) - Introduction To Shrinkage
Shrinkage (2) - The Planning Wheel (Shrinkage)
Shrinkage (3a) - Planning & Tracking Shrinkage
Shrinkage (3b) - Planning & Tracking Shrinkage Exercise
Shrinkage (4) - Tiered Shrinkage
Shrinkage (5) - Benchmarking Shrinkage
Stakeholder Management
Target Typology
The Four Lens Model – Delivering The Company’s Strategy
The Pattern Of Great Presentations
The Power of One
The Pyramid Principle For Effective Communication
The Quality & Improvement Cycle
The Strategy Pyramid
Threshold & Contingencies
Understanding & Managing Sample Bias
Understanding People (Including How To Say No)
Understanding The Flexibility Toolkit
Understanding Your Volatility & Flexibility
Using RAG Models To Take Action
Volatility And Flex In Real Time
Workforce Strategy

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 Webinar Series 2

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


National Conferences 2021
w/c 1st November Virtually and 9th November face-to-face
Annual conferences dedicated to the needs of their communities.

Customer Strategy & Planning 2021
Catch up on the highlights
Learn first-hand from practitioners and business leaders who are delivering successful change.

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