The Modules

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.

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

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.

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

Volatility and Flexibility in Real Time
Develop a deeper understanding of your supply and demand intraday profiles to understand how much flexibility you have and need.

• Understand how to measure the variability of intraday profiles
• Learn how to create triggers for action to flex your staff
• Improve your operational readiness to become more effective

Thresholds & Contingencies
Drive decisions and continuous improvement by building effectives RAG status trigger for actions, which engage the operation and improve performance.

• 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

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.