Capacity Planning Modules

Learn how capacity models fit into the planning cycle and how this helps influence budget decisions and support implementation of strategy by linking commercial plans to resourcing.

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

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

Watch at you own pace

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: 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.
 

Data Visualisation

Hosted 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 

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

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

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

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

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

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

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