Learning Academy Box Sets

Take the opportunity to gain accreditation in a specific subject. Our Box Sets are groups of related modules that help you focus your learning. The full box set cost includes your accreditation. To complete accreditation, you need to watch all the modules and send an email to accreditation@theforum.social to describe what you have taken from the modules and how you have applied these in your role.
Each Box Set costs £325 +VAT. (Free to anyone on an Assisted Learning Pathway). Click on the descriptions below to book your place now.

Student takeaways

One of our members from Lifeplus completed the Capacity Planning, Budgeting & Forecasting box set these are the headline takeaways:
- A small impact in your field can have a good effect higher up in the ranks at board level i.e. matching up with a higher strategic objective

- Planning teams need to collaborate with other areas/organisations, engage stakeholders

- Increase Operational effectiveness - As a team, we have vastly increased our communication channels

- Improve and manage the flow of your data cycle and version control

- Long Term: Financial and Budget Planning – Operational: Drives capacity, scenario planning, and risk

- In the middle of a transformation/plan, the challenges are still there, and targets not being met --> this must lead to evolving the approach to capacity and demand

- Improve the quality of the data, focussing on what/why/how, determine what happened to the customer base

- Demonstrating Value and ROI – benefits achieved, costs avoided, risks avoided

Published on 20 December 2022

Box Set: Best Practice in Planning

Watch at your own Pace

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.