Each time round the WFM cycle, high-performing planners analyse and report on what went right and what went wrong. The goal is that with each iteration, the forecast becomes more accurate, the staffing requirement includes the right shrinkage, the schedule efficiency is higher, the agent adherence is better, and so on. Continuous improvement is the name of the game.

Just as with every other part of the WFM cycle, there’s a right way and a wrong way to go about reporting & analysis. What’s more, since late 2019 we’ve all been bombarded with numbers and charts in the daily news. Now everybody thinks they are statisticians. Join Ian Robertson of The Forum and Simon Waldron of InVision as they reveal some hot tips that work in 2021 and beyond. If you want to take your reporting & analysis to the next level, this webinar is a must-attend.

In this webinar, you will learn:
 - The most important KPIs
 - How to choose the right level of detail
 - The dos and don’ts of data visualization
 - About telling a story with your data
 - How to use your data to drive change
 

Not all ad hoc requests are time-stealers!  Some of them add value and insight and quickly become BAU work.  This session looks at the art behind identifying what is urgent and valuable and what isn’t.
 - Understand the inevitability of Ad Hoc requests
 - Learn how to prioritise requests and eliminate waste
 - See how asking the right questions enables you to quickly understand the driver behind the request

Clear documentation and structure can help us remove single points of failure, avoid arguments, ensure a single version of the truth and avoid duplicated work. In this module;
 - See how to create a data dictionary to ensure a single version of the truth
 - Learn techniques to ensure metrics are used to drive the right behaviours
 - Facilitate exception based reporting with agreed triggers

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

It is easy to lie with statistics it is easier to lie without them. Whether we are an analyst or a decision maker a basic knowledge of statistical knowledge is essential to;

 - Understand the predictability, variability and repeatability of our data and allow us to separate the exceptions from the normal
 - Ensure we are giving the right message
 - Make sure we aren’t being mislead and are focussing on the normal rather than the rare exceptions

In this pre-recorded webinar module we the introduce the principles of statistics including, standard deviation, standard error and confidence levels. The accompanying excel workbook allows you to pause and play, and practice with real life examples at your own speed.