The Planner’s Introduction to Resource Planning
This highly practical workshop is aimed at those new to developing call handling resource plans and delivers an understanding of how to forecast and plan in a small contact centre, together with practical tips on what impacts the accuracy of outputs.
This Planner’s Introduction to Resource Planning will help those new to this subject to understand what the job entails and provides a basic foundation in forecasting, scheduling and managing the plan on the day.
The workshop will take attendees step by step through the process with helpful hints and exercises to put the theory into practice.
By the end of this course attendees will be able to:
– Understand how to produce a call handling forecast
– Determine considerations when putting together shift patterns
– Understand the importance of agent behaviours and in particular using the right activity codes
– Explain the importance of working as a team with agents, team leaders and managers to work to the plan produced.
The course will enable delegates to practice their skills in a safe environment and be in a position to apply their new skills as soon as they return to their team.
CCMA members: £349 + VAT additional places £299 + VAT
Non-members: £399 + VAT additional places £349 + VAT
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