An Introduction to forecasting and planning one day event

11th July 2014

An introduction to contact centre forecasting and planning

Location - cct venues, 137 aldersgate street, barbican, London

This one day course, is suitable for Contact Centre Managers who are new to contact centres or for Team Managers who are looking to develop their skills and understanding. The course content has been developed with input from CCMA members in order to share best practice across the industry.

By the end of this course attendees will be able to:

    • Appreciate the purpose and benefits of workforce planning
    • Understand contact centre dynamics, queuing theory and the relationship between service levels and workload
    • Understand the relationships required with stakeholders
    • Extract and understand data from your ACD/call logger
    • Examine demand profiles and contact stimuli
    • Understand the process for call forecasting, calculating required staffing levels and creating workforce schedules
    • Identify the impact that every single individual has on meeting service goals and balancing workload.
    • Understand the tools that are available to support the planning process within a call centre.
    • Recognise the importance of real time monitoring
    • Have an appreciation of shrinkage and the importance of measuring and monitoring it.

This one day course will be run in Manchester on 20th June 2014 and in London on 11th July 2014.

Cost is £295 + VAT per delegate (£245 + VAT for CCMA Members). If CCMA members book two places you will get a third place free.

For full details or to book your place please contact the CCMA at: or call us on 0844 8000623