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Workforce Management – Forecasting

Whether you want more information on how to use the Teleopti forecasting software, are currently anticipating future workload by guessing, or, are forecasting with spreadsheets – this 1 day course is an ideal solution to improving the accuracy of your forecast. The course will also give you useful background knowledge about why forecasting is so important for your organisation and how to manage this business critical task.

When attending the course you’ll receive a copy of Teleopti’s powerful, but easy to use, forecasting software that you are free to take away and use. The blended learning format of the course combines taught topics with discussion and single/group working where you’ll have ample opportunity to apply the forecasting principles you’ve learned within several contact centre scenarios. During the discussion sessions you’ll also have time to ask questions on specific issues and learn from the experiences of others about their current practices.

Who should attend?

This course will be of significant benefit to those charged with anticipating future call demand and workload, as well as those responsible for the broader task of determining how many agents will be required to take calls and managing resources into position to do this. Typically those in the roles of contact centre manager, resource planning manager, forecaster and business analyst will find the content very useful. In addition, individuals within smaller contact centres (where roles are combined) and those within Finance and Operations, who want to better understand how planning and management for this significant operating cost is carried out, will also find this course of benefit.

Cost

The cost per delegate for the 1 day course is £350 (ex VAT)

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Public course venue and accommodation

Courses are held at our offices in Birmingham which is easily accessed by both road and rail. If you wish to stay overnight, Aston Business School Hotel is just a 2 minute walk away and offers good accommodation at reasonable rates.

Private courses

If you want to arrange a private course, that only delegates from your organisation may attend, either at our offices or at your own location please contact us for a list of the available dates.

Tailor made content for private courses

If our course doesn’t match your requirements, just let us know and we can adapt this to meet your needs exactly.

Need more information?

For more information about public and private courses, content and locations please contact Sarah Roberts, email sarah.roberts@qpc.com or call her on 01352 705863.

Course Outline

Forecasting introduction

  • Where forecasting fits into the workforce management process.
  • What needs to be forecasted for contact centre workforce management.
  • Why forecasting accurately is critical for your organisation.

Data gathering and analysis

  • What data you need.
  • Where you can get this data from.
  • How you can make sure that this information is accurate, and adjust it if necessary.

Using the Teleopti forecasting software

  • The 2 forecasting approaches and when to use them.
  • Carrying out a ‘customer based’ forecast.
  • Carrying out a forecast based on previous contact patterns.

Successfully managing your forecasting

  • Forecast accuracy – understanding how accurate you were.
  • What went wrong – the major causes of forecast inaccuracy.
  • Fixing it – how to change your forecasting process to improve your accuracy.

Course materials include a comprehensive printed study guide and Teleopti’s forecasting software. Morning and afternoon refreshments and lunch are also included.

pdf Download WFM Forecasting Brochure

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