The Modules

Introduction to Forecasting
Learn how to transform your forecasts from being always wrong to becoming key data points for decision making

• Understanding what needs to be forecasted
• Consider different forecasting techniques
• How to add value with forecasting

Driving Improvement The Planning Cycle
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

Erlang v Linear
This module covers:

• The basics of Erlang C and linear calculations for determining staffing needs in workforce planning, highlighting their applications and limitations.
• Key factors in workforce calculation such as workload volume, average handling time, occupancy rates, and shrinkage, with practical examples in Excel for application.
• The comparison between Erlang C and linear calculations for short-term and long-term planning, underscoring the importance of using Erlang C for more accurate and realistic operational planning.

Predictability of Events
This module covers:

• Forecasting's role in preparing for future uncertainties, highlighting the importance of distinguishing between knowns and unknowns in event predictability.
• The emphasis on considering a broad spectrum of factors in forecasting, from workload and technology changes to external influences.
• The introduction of the VUCA framework and predictability matrix as tools to navigate future volatility and uncertainty, enhancing strategic readiness.

Flexibility Toolkit
One 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.

Introduction to Real-Time Effectiveness and Tactical Planning
This module covers:

• The transition from strict monitoring in contact centres to addressing high turnover and low engagement.
• Post-pandemic shifts towards valuing rest, growth, and teamwork for better employee investment.
• Adoption of dynamic playbooks and automation to empower staff, enhance agility, and improve decision-making.

Conformance & Adherence
Measuring and managing adherence and conformance effectively is critical, however this is often mis-understood and can drive the wrong behaviour.

This module takes a close look at both measures, how they should be calculated and classic mistakes. Learning outcomes include:

• Understand how to calculate and report adherence and conformance
• Define new measures which drive the right behaviour
• Learn the pit falls to avoid and how to improve performance
   

The cost of this mini series including accreditation is great value at £325 + VAT and free for students on our assisted learning pathway.

Complete the form below and we will be in touch to arrange payment if necessary.