Training & Qualifications - An Overview

Confident, skilled people, are the key to customer contact improvement

We now offer a range of university accredited training together with the industry’s first full BSc degree programme in Customer Contact Planning and Management in association with the University of Ulster. You can choose to work towards this, entering the programme at a number of entry points,  or simply take one of our specialist workshops below to address your skill gap. 

Find out more about the University programme, review the specialist training below or download the qualifications PDF.
 
We specialise in professional development for those involved in resource planning, analysis, customer insight or quality in customer contact centres.  Our programmes  combine classroom teaching, tutorials and project work and are taught by university accredited trainers who are highly experienced contact centre specialists in their own right.  Most courses can be taught in-house as well as by booking onto the public programmes.

  Duration
Level
Who should attend
What you will learn
BSc
1 Day Resourcing and Planning Insight Workshop  1 Day
Introduction
Operational leaders / agents / brand new planners/ new to contact centres

How a call centre (queue mechanics) works
No
Introducing Speech and Text Analytics
1 Day
Introduction
Operational leader s/ agents / brand new planners/ new to contact centres

How speech benefits can be delivered within any operation
No
Advanced Certificate in Customer Contact Planning & Management
3 Days
Intermediate  Operational leaders / brand new planners / new to contact centres

(Accredited qualification) Fundamental laws around operational dynamics / planning within customer contact

Yes
New for 2014
Advanced Certificate in Customer Contact Planning and Management for Analysis of Data and Speech 

2 Days Intermediate Operational leaders/ agents/ brand new planners / new to contact centres /Analysts / Quality or Customer Experience analysts (Accredited qualification) Fundamental laws of Speech Analysis Yes
Analysis Workshop
2 Days
Specialist Any data analysts (forecasting, MI, HR etc..)

6 x analysis techniques & application Yes
Back Office Planning Course
2 Days  Specialist Back office planners / operational team leaders/ managers Planning fundamentals for long to short term within an operations environment

Yes
Advanced Planning Techniques (Forecasting & Scheduling)
2 Days Specialist Planners a few years in role/ those in defined scheduling or forecasting roles/ development plans

Flexibility options, budget setting and forecasting relationship and data management best practice

Yes
New for 2014
Advanced Planning Techniques (Real-time)
2 Days
Planners a few years in role/ those in defined scheduling or forecasting roles/ development plans Flexibility options, budget setting and forecasting relationship and data management best practice with a focus on Real-time

Yes
MI & Performance Analysis Course
2 Days
Specialist Any data analysts (forecasting, MI, HR etc..) Data, customer engagement and reporting best practice

Yes
Planning for Outbound Training Course
2 Days Specialist Outbound planners / dialler managers/ operational team leaders/ managers Planning fundamentals for long to short term with a focus on different type of desired outcome and best practice

Yes
Forecasting Methods Course
2 Days Advanced Experienced / advanced analysts looking to drive enhanced learning from their data

Very advanced forecasting approaches for measurement, prediction and monitoring

No
Quality Master Class
2 Days
Advanced Departmental and business leaders who have a responsibility for ultimate delivery and application

Best Practice No
Real Time Masterclass
2 Days
Advanced Departmental and business leaders who have a responsibility for ultimate delivery and application

Best Practice No
Planning For Social Customer Service Excellence Masterclass 2 Days Advanced Departmental and business leaders who have a responsibility for ultimate delivery and application

Best Practice No


To  book just complete the online booking form by clicking on the button on the left hand side of this page, contact 0333 123 5960 or email events@planningforum.co.uk for further information and to discuss what is best for you.

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Take a look at these articles, videos and links
Advanced Certificate in Customer Contact Planning & Management
Advanced Certificate in Customer Contact Planning and Management for Analysis of Data and Speech
Analysis Workshop
Back Office Planning Course
Costs of Training
Forecasting Methods Course
Introducing Speech and Text Analytics
Introduction to Planning
Make the Case for Training
Management Training Courses
MI & Performance Analysis Course
Planning for Outbound Training Course
Planning For Social Customer Service Excellence Master Class
Quality Master Class
Real Time Masterclass
Return on Investment
Training & Qualifications for the Data, Insights and Analytics community
Training and Qualifications for Back Office Planners
Why invest in training?


 

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