Academy Modules 2019

Don't just browse: Join in for £40 per person. New bite-sized learning from our 9 specialised webinar series.

 

June 2019


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Shrinkage: Tracking, Managing
and Optimising

14th June, 12pm

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Gathering Qualitative
Feedback

14th June, 2pm

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Operating models, routing strategies
and skill design

28th June, 2pm

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July 2019


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Data Visualisation
In Scheduling

5th July, 12pm

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Using RAG models
to take action

5th July, 2pm

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Managing
Assumptions

23rd July, 2pm

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August 2019


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Accuracy and
Confidence

16th August, 12pm

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Building and optimising
Real-time RAG Models

16th August, 2pm

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Data visualisation in
Capacity Planning

20th August, 12pm

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Operating and
budget plans

30th August, 12pm

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Previous Webinars


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Introduction to Forecasting
(Best in class)

Completed

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Introduction to Scheduling
(Best in class)

Completed

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Measures of Success
for Real Time

Completed

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Measures of Success
for Forecasting

Completed

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Measures of Success
for Capacity Planing

Completed

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Measures of Success
for Scheduling

Completed

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Telling a story
with numbers

Completed

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Introduction to
Coaching

Completed

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Advanced Forecasting
techniques & analysis tools

Completed

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Intro to Capacity Planning
(Best in class)

Completed

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Driving strategy
through Forecasting

Completed

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Introduction to MI & Insight
(Best in class)

Completed

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Introduction to Stakeholder
Management

Completed

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Predictability of Events
exercise

Completed

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How to drive engagement
through shift review

Completed

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Introduction to Real Time
(Best in class)

Completed

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Introduction to
CI Methodologies

Completed

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Measures of Success for
MI and Insight

Completed

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Driving strategy through
Capacity Planning

Completed

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Data visualisation
in Real Time

Completed

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Scientific
Methods

Completed

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Volatility &
Flexibility

Completed

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Conformance/Adherence
Value and management methods

Completed

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Measures of Success
Balanced Scorecard

Completed

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Root Cause
Analysis

Completed

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Forecastable
Metrics

Completed

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Erlang Basics vs
Linear Calculations

Completed

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Volatility vs Flexibility
in Real-time

Completed

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Shrinkage:
Calculations

Completed

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About us

As an independent body supporting the contact centre industry since early 2000, we are supplier-independent and work across all industry sectors to provide specialist support for contact centre professionals.

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