Forecasting & Analysis Modules

Incorporate all relevant data, using statistical and expert methods to produce the best possible predictions. Further your knowledge about what performs best for your problems.

Published on 13 November 2020

Operating models, routing strategies and skill design - Module 1

Module 1 - An introduction to call routing strategies and how they support different operating models and the benefits and pitfalls for each approach.
- Issues encountered when planning for Multiskilled environments
- Understanding the purpose of multiskilling in your organisation
- Balancing different perspectives