Operational Effectiveness & Real-Time Modules

Develop a deep understanding of Real-Time and establish key operating principles to be better prepared prior to the day, more effective on-the-day and capture understanding and learning.

Planning & Insight in Field & Branch Operations

Virtual Learning

Learn how to apply the whole planning cycle, from capacity to scheduling & real-time, with the chance to explore further your role and where it fits in.

After this session, you will understand;

 - The key drivers of performance and how to explain them
 - How to set up effective data, reporting & comms plans
 - Crucial elements of a good plan and their impacts, including shrinkage, models & forecasting

Planning & Insight in the Back Office Assisted Learning Pathway

Virtual Learning

Learn how to apply the whole planning cycle, from capacity to scheduling & real time, with the chance to explore further your role and where it fits in.

After this session, you will understand;

 - The key elements of capacity plans and backlog management
 - How to set up effective data, reporting & comms plans
 - Crucial elements of a good plan and their impacts, including shrinkage, models & forecasting

Networking Group for Predictive Analytics, Insight & Forecasting

12 October 2021, 11:30 - 13:00

7th December 2021, 11:30 - 13:00

Reporting & MI Automation

15th July 2021, 9:30 - 11:00

14th October 2021, 9:30 - 11:00

9th December 2021, 9:30 - 11:00

Networking Group for Predictive Analytics, Insight & Forecasting

13th July 2021, 11:30 - 13:00

12 October 2021, 11:30 - 13:00

Free Webinar - 2020 Vision: Crystallising your knowledge Launch

Hosted on 27th April 2020 by Phil Anderson and Paul Smedley

2020 is The Forum’s 20th year and this year we want to look back on our first 20-years and think ahead for the next 20-years. Our vision, back in 2000, was and remains to raise standards in customer operations helping to set standards across Planning, Insight and Quality. Now, having established communities of best practice we can continue to raise standards and prepare for the future.

This year’s theme refers to the clarity and sharpness of vision required to purposely move forward towards your targets, goals and dreams. Whilst recognising the benefit of our fluid thinking over the past 20-years to crystallise our knowledge of best practice and standards.

 - “Purpose, Learning and Self-Awareness” Keynote from The Forum’s Phil Anderson
 - 2020 Best Practice Guide launch and chapter review
 - 2020 Best Practice Programme – how to get involved

Analytics for Speech, Desktop and Text

Tuesday 11th June, 14:00 - 15:30

Reporting & MI Automation

Wednesday 5th June, 14:00 - 15:30

Forecasting, Predictive Analysis & Insight

Tuesday 4th June, 09:30 - 11:00

Introduction to MI & Insight

Date TBC

This module provides an introductory understanding of:

- the fundamental inputs and outputs of the MI and Insight processes.

- the role of MI and Insight within the planning cycle 

- the characteristics of best in class MI and Insight teams as evidenced throgh The Forum's standards-benchmarking programme

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