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.



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

Understanding the Flexibility Toolkit

Hosted on 12th February 2020 by Phil Anderson

Once you have determined the volatility of your volumes you can start to think of ways to manage this through scheduling. The flexibility toolkit contains 18 options that you can use in your business. Learning outcomes include:
 - What are the flexibility options and which can be combined? 
 - Pros and cons of each method and case study examples of how they’ve been implemented.
 - Understanding how different tool kit options can be used strategically and tactical

Root Cause Analysis

Hosted on 21st April 2020 by Ian Robertson

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)

Hosted on 12th May 2020 by Ian Robertson & Phil Anderson

Understanding Growth / Fixed mindset:

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

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.

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.

Get in touch
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Birdhall Lane,
Stockport, SK3 0XA

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