To deliver the best customer experience and service levels and make optimum use of your company’s finite resources it’s critical that you understand forecasting and scheduling. This has never been more true now that you’re probably trying to juggle home and office workers too.

The courses in this bundle give your frontline team leaders and managers a greater understanding of resource planning and workforce management (WFM) and a grounding in forecasting, scheduling and managing the plan on the day.

How it works

Book this bundle of 3 courses and save 10% per person per course. You can book multiple people at once on to all 3 courses, just use the form below to tell us who’s coming.

Courses in this bundle

Imperial College Healthcare NHS Trust drives efficient omnichannel digital service and an improved patient experience.

Case Study: Patient-First Service With Imperial College Healthcare NHS Trust

Imperial College Healthcare NHS Trust drives efficient omnichannel digital service and an improved patient experience.

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Without forecasting and scheduling you will probably under-utilise your resources. If you want to learn the basics of forecasting and scheduling, this course is for you.

Introduction to Resource Planning

Without forecasting and scheduling you will probably under-utilise your resources. If you want to learn the basics of forecasting and scheduling, this course is for you.

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Improve the interaction between Resource Planning and Team Leaders and empower your leaders through a greater understanding of how the operation impacts forecasts and schedules.

Resource Planning for Team Leaders

Improve the interaction between Resource Planning and Team Leaders and empower your leaders through a greater understanding of how the operation impacts forecasts and schedules.

Read more »

Learning outcomes

After taking these courses you will be able to:

  • Produce a forecast and understand what it is used for.
  • Meet the challenges of scheduling to meet forecast demand.
  • Appreciate how advisor behaviours and other factors influence Resource Planning Outputs.
  • Forecast contact volume and AHT.
  • Track forecast accuracy.
  • Track shrinkage and measurements.
  • Schedule to meet demand and optimise offline activities.
  • Predict service levels.
  • Understand the importance of tracking occupancy and aux codes.
  • Understand how Advisors and Team Leaders impact planning.
  • Identify what needs to improve in your centre, including data analysis and reporting, as well as advisor awareness and behaviour.

Benefits to your business

Without forecasting and scheduling you will probably be under-utilising your company’s resources. Or worse, you won’t have enough people available when you really need them and the customer experience will suffer, potentially leading to lost customers and lost business.

Give your operation a clear understanding of fluctuating demand, as well as the tools to support decisions and identify areas needing focus and attention. Provide your managers with the data to manage resources effectively, and address issues that may have previously gone unnoticed, ensuring that business needs are met and advisor workload is balanced and adequately resourced.

Finally, by giving frontline teams a better understanding of resource planning, you can ensure the planning team gets the timely and correct information they need to make the best use of resources, avoiding lost productivity from over-resourcing and lost customers from under-resourcing.

“I was able to further my understanding of resourcing terminology and subjects that i can then overlay into my day to day role. It will help me identify areas to focus on further that has not had enough attention to help our resource planning.”

“The training provided enabled me to learn new and refresh existing techniques used in my day-to-day role and the information my team provides to stakeholders. It allowed me the opportunity to digest and consider how we manage current models and how we could improve on them to support our efficiency and data management to help with future planning.”

Book This Bundle

Please fill in the form to register up to 6 people for this bundle. Each attendee will attend all 3 courses. They will be be enrolled into the next available session for each course. We will contact the booker to arrange the payment and confirm the dates.

Company *
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First name *
Last name *
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Job title *
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Please book places on this event for the following people:

Number of Attendants
(If the organiser is also attending please add yourself as attendee 1)
Attendants

By completing this form you agree to CCMA’s standard Terms and Conditions for Training and that the CCMA using your personal data in accordance.

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To pay by Invoice:

Please fill in the form to place your order. We will send you an invoice that will enable you to pay by BACS, credit card, IBAN or Swift. 

To pay by Training Credits:

Please fill in the form to place your order. If your CCMA membership account has sufficient Training Credits we will email you to confirm.

If you do not have enough Training Credits to cover the full amount we will send you an invoice that will enable you to pay the balance by BACS, credit card, IBAN or Swift. 


Please book places on this event for the following people:

Attendee 1: (If the organiser is also attending please add yourself as attendee 1)

Attendee 2:

Attendee 3:

Attendee 4:

Attendee 5:

Attendee 6:

By completing this form you agree to CCMA’s standard Terms and Conditions for Training and that the CCMA using your personal data in accordance.

Format

Three x 3-hour online Training Courses using Zoom or Teams.

Who is it for?

Newly appointed members of the planning team, first planner in the centre, Team Leaders who wish to have a more informed discussion with their Resource Planning Team, or managers in smaller centres with no dedicated planning function.

Why should you go?

To improve your forecasting and scheduling models and outputs, making sure you can deliver on your CX promises while optimising your use of staff and resources.

How much is it?

CCMA members: £1,077*

Non-members: £1,347*

Per person, for three courses.

Includes 10% discount.

*excludes VAT

Additional discounts available for group bookings

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