On-Demand Partner Webinars

These webinars are hosted in association with our partners and are free for you to watch. Register for the upcoming webinars below. We will be adding dates for 2021 in the coming weeks.

Scroll down this page to view past recordings. The timings on these will start with Hosted on.


Managing Assumptions - Module 2

Hosted on 27th November 2020 By David Preece

Module 2 - Learn how variation and change in our assumptions is natural and expected and how to illustrate this to your stakeholders
 - See different ways of using data visualisation to educate stakeholders on the variability of assumptions
 - Understand different methodologies to include factors such as business experience and external factors into your assumptions

Managing Assumptions - Module 1

Hosted on 27th November 2020 By David Preece

Module 1 - Understand the need for everyone to realise the importance of managing your assumptions and how targets can drive behaviour
 - Consider the importance of assumptions in your models
 - Understand how creating shared ownership of assumptions will help with buy-in

Operating models, routing strategies and skill design - Module 2

Hosted on 13th November 2020 by David Preece

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

Hosted on 13th November 2020 by David Preece

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

Measure of Success in Capacity Planning

Hosted on 11th February 2019 by Phil Anderson

Understand how to create the right measures to track and develop your Capacity Planning. Learn how to create the right process, aligned to your strategy and how to take a holistic view when setting measures of success. Learning outcomes include:
 - What does good look like? Explore the key characteristics of an ideal capacity plan and key considerations to develop understanding and learning.
 - Define your purpose. Understand how capacity planning can support your business strategy and impact it can have on customers and colleagues.
 - Creating the right measures. Understand different perspectives and develop a holistic framework of success measures.

Introduction to Capacity Planning

Hosted on 1st February 2019 by Paul Jackson-Moss

Learn how Capacity planning is a fundamental part of the Planning Cycle, how modelling Capacity influences budget decisions and supports the implementation of strategy by linking commercial plans to resourcing. Learning outcomes include:                    
 - Types of Capacity. Further your understanding in the types of capacity and how they can used as powerful tools in managing expectations and driving decision.
 - Assumptions. Explore the assumptions you should be including in your capacity plan, understand how to calculate variables and use them to improve utilisation of existing capacity and improve effectiveness. 
 - Process. Understand the key principles of Governance and Operating Rhythm.


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Learning Academy

On-demand modules

We have a wide range of virtual modules that you can view at your own pace.

Covid-19 Webinar Series 2

You have a community of support at The Forum. See the series of free webinars to help you through this unusual situation.

Conferences

Customer Strategy & Planning 2021
Catch up on the highlights
Learn first-hand from practitioners and business leaders who are delivering successful change.

National Conferences 2020
Catch up on the highlights
Annual conferences dedicated to the needs of their communities.

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