Planning For COVID-19 Series 2

The latest Government lockdown announcement felt unfortunately familiar. Though this feels like “we’ve been here before” and we have a huge amount of learning from 2020, there are a number of subtle differences from 2020. There is no doubt there are now plenty of Known Knowns, we don’t know what the new unknown unknown’s are.

As always The Forum is here to support you and we wanted to let you know how you can get involved and feel supported over the next few months. We are also hosting our regular networking groups in the coming months.

Recorded webinars are listed at the bottom of the page.

Catch up with the webinars in Series 1.



Introduction to Capacity Planning

Hosted on 1st February 2019 by Paul Jackson-Moss

Learn how Capacity planning is a fundamental part of the Planning Cycle, how modelling Capacity influences budget decisions and supports the implementation of strategy by linking commercial plans to resourcing. Learning outcomes include:                    
 - Types of Capacity. Further your understanding in the types of capacity and how they can used as powerful tools in managing expectations and driving decision.
 - Assumptions. Explore the assumptions you should be including in your capacity plan, understand how to calculate variables and use them to improve utilisation of existing capacity and improve effectiveness. 
 - Process. Understand the key principles of Governance and Operating Rhythm.

Measure of Success in Capacity Planning

Hosted on 11th February 2019 by Phil Anderson

Understand how to create the right measures to track and develop your Capacity Planning. Learn how to create the right process, aligned to your strategy and how to take a holistic view when setting measures of success. Learning outcomes include:
 - What does good look like? Explore the key characteristics of an ideal capacity plan and key considerations to develop understanding and learning.
 - Define your purpose. Understand how capacity planning can support your business strategy and impact it can have on customers and colleagues.
 - Creating the right measures. Understand different perspectives and develop a holistic framework of success measures.

Intro to Advanced Vol & Flex Balancing Mathematics

Hosted on 8th October 2019 By Phil Anderson

Understand the benefits of taking a more in-depth view into the volatility of your supply and demand, and flexibility requirements.
 - Understand the value of further analysis.
 - Learn analysis techniques to measure variance
 - Translate this into a practical output for flexibility

Advanced Vol & Flex Balancing Strategies

Hosted on 18th October 2019 by Phil Anderson

Develop your flexibility offering with deeper analysis of your supply and demand, driving a workforce strategy.
 - Understand the scale of volatility
 - Engage your stakeholders with advanced analysis
 - Use this to drive decisions and develop a workforce strategy

Operating & Budget Plans

Hosted on 9th June 2020 by David Preece

Learn how important it is to define the operating model and then agree the key assumptions to form the budget.  See practical examples of budget and operating models and explore the importance of accurate forecasts and agreed assumptions.
 - Understand the key assumptions to start calculating FTE requirement.
 - Classic mistakes and pitfalls to avoid

Erlang v Linear

Hosted on 7th February 2020 by David Preece

Understand the positives and limitations of using Erlang C to calculate your headcount. Learning outcomes include:
 - How many people do we need?
 - What is Erlang trying to do?
 - Limitations of Erlang C
 - Using Erlang in practice

The Strategy Pyramid

Hosted on 28th April 2020 by Ian Robertson

Before setting targets and goals it is important that these are aligned to strategies that support your organisational goals. In this module;
 - Understand your organisational goals
 - See how to balance your strategies
 - Learn how to align the right metrics and targets to your strategies

Bottom Up v Top Down Planning

Hosted on 29th May 2020 by David Preece

There are two different ways to approach budget planning – but some organisations find themselves involved in a hybrid third approach. There is no right or wrong way but it is vital to understand the process and to understand if it is appropriate.
 - Learn the benefits and drawbacks of each approach
 - Look at how your overall business strategy should determine your budget process
 - Understand if your business is led by demand or by supply

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

Accuracy & Confidence

Hosted on 15th June 2020 by Ian Robertson

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

Hosted on 14th July 2020 by Phil Anderson

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

Data Visualisation

Hosted on 22nd July 2020 By Ian Robertson

Explore effective ways of presenting data in a meaningful, interesting and engaging way. Improve the way you inform and persuade your key stakeholders.  
 - Understand why your existing reports don’t excite or engage your stakeholders
 - Learn the basics of data visualisation and how to communicate information
 - Apply “2 key questions” and start the use the tools and resource you need 

Free Webinar: Rethinking Operations Sponsored by Verint

Hosted on 15th October 2020

Rethinking Operations – why NOW is the time to build on your foundations

All customer operations have had to deal with significant challenges in 2020. Whilst as an industry we have responded well to the global situation, many organisations are still making do with inefficient processes, gaps in data and the disruptive consequences for people management.

This will become unsustainable as we move forward into 2021. Join this webinar to discuss and discover:

 - How becoming more proactive now can help create flexibility and success in the future
 - The real, key lessons from 2020 and how can we use this learning to build momentum for 2021 and beyond
 - What new skills are needed to ensure operational management practices engage our employees and empower our leaders

This must attend webinar, will cover best practices across the industry - as well as what to avoid.
 

Free Webinar: The Agents' Voice - hear what they have to say

Hosted on 22nd October 2020

Research findings that will surprise you

QStory will share with you recently conducted research with Contact Centre agents to understand what really drives them, why they move jobs, what makes them happy, what they think makes the customer happy and why they want to stay with their employer.

Join QStory's COO Fiona Coleman and Customer Success Manager, Tony D'Cruze are joined by Marcus Hickman from Davies Hickman and special guest Martin Teasdale.

Free Webinar: The power of partnerships in association with Intradiem

Hosted on 5th November 2020

 - The power of partnerships: learn how to link Strategic Planning through to on-the-day planning, responding quickly to change and accelerating results
 - Strategic Planning, implementing the strategy creating the right operating model
 - Planning & analysis, day-to-day challenges becoming opportunities
 - Planning for wellbeing, creating meaningful work and a respectful culture

Operating models, routing strategies and skill design - Module 1

Hosted on 13th November 2020 by David Preece

Module 1 - An introduction to call routing strategies and how they support different operating models and the benefits and pitfalls for each approach.       
 - Issues encountered when planning for Multiskilled environments
 - Understanding the purpose of multiskilling in your organisation
 - Balancing different perspectives

Operating models, routing strategies and skill design - Module 2

Hosted on 13th November 2020 by David Preece

Module 2 - The conclusion of our module on call routing strategies.  In this module you will
 - Look at Call Purity vs Occupancy vs Specialisation
 - Learn how to use COS diagrams to illustrate the effects of routing plans
 - View the Routing Toolkit

The Back Office Cycle

Hosted on 13th Novenber 2020 by David Preece

In addition to the Planning Cycle, the Back Office has its own cycle that is important to help us plan for and manage performance in the Back Office. This module takes you through each part of this cycle and highlights the importance of each part.

Back Office Waterfall Model 1

Hosted on 17th November by Alison Conaghan

This is a short introduction to the first Back Office waterfall module. You will receive a copy of the model so you can have a go at achieving The target FTE number on each tab. Please feel free to contact any of the Forum Specialists once you have had a go.

Back Office Waterfall Model 2

Hosted on 17th November by Alison Conaghan

This is a short introduction to the second Back Office waterfall module. You will receive a copy of the model so you can have a go at achieving The target Service Levels for each department. Please feel free to contact any of the Forum Specialists once you have had a go.

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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.

Conferences

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

National Conferences 2020
Catch up on the highlights
Annual conferences dedicated to the needs of their communities.

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