Free webinar: Simplified Workforce Management Sponsored by Eleveo

Join Phil Anderson Director at The Forum & Dan Solomon & Liam Anderson of Eleveo, for a discussion on how we rethink the complexity of forecasting and scheduling to create a simplified and trusted plan which is understood by the business. Whether this is your first step into planning, or you are an experienced planning professional this webinar will be of interest. 

 - Understand key principles to forecasting and how to use these effectively
 - Simplified scheduling, providing choice and control for you advisors
 - How all levels in your organisation will benefit from a simpler approach to WFM
 - How to provide meaningful on-the-day insight
 

Managing People – Module 3

This is the third in a series of three modules exploring the skills required for effective People Management. In this module
 - Learn how seeing the big picture is an important skill for all managers and how helping others to share it benefits your business
 - Understand the art of giving feedback; why it is important to wield feedback like a wand, rather than a sword!

Managing People – Module 2

This is the second in a series of three modules exploring the skills required for effective People Management. In this module
 - Discover the need for support from peers and managers and how to both ask for it and give it to others
 - Understand the importance of confidence and how to project it to help build trust and credibility
 

Managing People – Module 1

This is the first in a series of three modules exploring the skills required for effective People Management. In this module
 - Explore why managers – especially inexperienced managers – need support and help to thrive in their new role
 - Learn about the art of delegation; why it is important and the various stages of effective delegation

Operating models, routing strategies and skill design - Module 2

Module 2 - The conclusion of our module on call routing strategies.  In this module you will
 - Look at Call Purity vs Occupancy vs Specialisation
 - Learn how to use COS diagrams to illustrate the effects of routing plans
 - View the Routing Toolkit

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

Introduction To Real-time

This module provides an introductory understanding of:
- the fundamental inputs and outputs of Real-Time processes.
- the role of Real-Time Planning within the planning cycle 
- the characteristics of best in class Real-Time teams as evidenced through The Forum's standards benchmarking programme
 

Introduction to Influencing Skills

Being able to influence the decision of others is a key skill for all planners.  In this session, learn the basic approaches which will allow your audience to process information in their own way, using their beliefs and memories to deliver great outcomes.
 - Learn the difference between Tell, Ask and Influence
 - Understand how people make decisions
 - See how the language of engagement helps influencing

Stakeholder Mapping

This course provides an overview of the fundamental components of successful stakeholder management. Learning outcomes include: 
- The value of Stakeholder Identification 
- Fundamentals of stakeholder mapping 
- The benefits of stakeholder influencing

Shrinkage (3b) - Planning & Tracking Shrinkage Exercise

Deeper dive into shrinkage, historical tracking, forecasting and incorporating in long and short term planning. Understand the importance of tracking and managing your shrinkages so they are optimised for your staff. Learning outcomes include:

 - How to ensure that you are able to track your shrinkage data across all time horizons: annual, Monthly, Weekly, Daily
 - The benefits of shrinkage categorisation when it comes to successful tracking
 - How the inter-connectedness of Shrinkage categories makes effectively managing shrinkage challenging

This module is part of the Shrinkage Box Set

Planning For Wellbeing

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

Volatility and Flex in Real Time

Develop a deeper understanding of your supply and demand intraday profiles to understand how much flexibility you have and need.
 - Understand how to measure the variability of intraday profiles
 - Learn how to create triggers for action to flex your staff
 - Improve your operational readiness to become more effective

Understanding your Volatility & Flexibility

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

Identifying Opportunities from Patterns & Exceptions

To innovate and be the best that we can we need to identify and exploit the best opportunities not just to improve but also to learn.

In this module we explore,
 - How to find the right opportunities
 - Creating time to learn and improve
 - Striking the right balance between proactive & reactive insight
 

Threshold & Contingencies

Drive decisions and continuous improvement by building effectives RAG status trigger for actions, which engage the operation and improve performance. This module follows the “Using RAG models to take action”.
 - Learn how to set appropriate thresholds for in-day reporting
 - Understand different ways of engaging the operation
 - Create a learning mechanism to drive continuous improvement