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.

Free Webinar: Join the Scheduling Revolution. Sponsored by NICE

Hosted on 23rd July 2020

In the new work-from-home era, contact centres are facing a paradigm shift in intraday management. Intraday contact centre activity has been dramatically disrupted, and the scheduling needs of agents, who are juggling work and personal responsibilities in the home, have been turned upside down. Amid ongoing change, contact centre managers who are also working remotely need to keep agent performance consistent throughout the day and ensure that staffing is optimised.

Join our webinar to learn more about:
- The root causes of the new work-from-home challenges.
- The unique technologies and techniques that can solve these challenges in the contact centre.
- New opportunities to improve performance and create more elastic intraday staffing in work-from-home models.

Sue Bolt is an expert in workforce management, with extensive experience working at companies that include NICE, where she currently serves as a WFO solutions manager, in addition to Barclays and T-Mobile.

Free Webinar: Micro scheduling, peak shaving and split shifts: Innovations in Planning and the homeworking operating model. Sponsored by Sensée

Hosted on 16th July 2020

The switch from bricks & mortar to work-from-home contact centres during the current crisis has posed challenges for IT, HR and Operational Management. But it’s also proven to be hugely beneficial, delivering substantial benefits for organisations and work-life-balance benefits for employees.

In this webinar we examine innovations in Planning and the homeworking operating model - including micro scheduling, peak shaving and split shifts. As well as explaining the meaning of these terms we’ll show how, by applying these innovative techniques to example scenarios, organisations can boost productivity, cut costs and deliver improved work-life-balance.

Scheduling & Flexibility Toolkit

Hosted on 3rd July 2020 by Phil Anderson

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

Planning For Wellbeing

Hosted by Phil Anderson on 12th June 2020

This module introduces the broader concept of planning for wellbeing and ways to support your colleagues. Understanding these key considerations will help you to create a workforce strategy with wellbeing at the heart.
- What is wellbeing and why this is important?
- The 5-key steps for wellbeing
- Our responsibility as Planners to ensure we support wellbeing

Understanding your Volatility & Flexibility

Hosted on 11th June 2020 by Phil Anderson

The basis of a best practice scheduling strategy is a clear understanding of the volatility of workload and the amount of flexibility to need and can afford. This module introduces you to theoretical models and calculations to understand your flexibility need. Learning outcomes include:
- What does volatility & flexibility mean and the importance of defining these for your business.
- How to calculate the volatility of demand and amount of flexibility available
- Understanding different flexibility needs based on different starting positions, e.g. annually and daily, compared to average, compared to budget

Predictability of Events

Hosted on 9th June 2020 by Alison Conaghan

A chance to practice assessing the predictability of events through a classic exercise from The Forum to help you hone your skills in forecasting ad hoc events.

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

Workforce Strategy

Hosted on 8th June 2020 by Phil Anderson

Your workforce strategy delivers your strategic objectives, however this too often is an afterthought after budgets have been agreed. This module explores the importance of a fully costed operating model.

- Linking the shifts that are worked to the business strategy
- Benchmark your current approach against the maturity model
- Have clear next steps to improve your workforce strategy

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

Capacity Planning Modules