Teacher: Francesca FerliniTeacher: Siqiao (April) Li PhD.

The Forecasting Training

In this training we bring you the essential background information needed, to understand what forecasting is all about. Expect a challenging course with some new exciting tools and new ways to understand the mechanisms behind the customer behavior as we take you on a deep dive into forecasting.

Teacher: Siqiao (April) Li PhD.

The Capacity Training

In this training we bring you a comprehensive overview of how Workforce Management (WFM) capacity management is implemented in contact centers. We dive into the mechanisms underlying the call arrival process to offer essentials about the amount of people you need extra on a daily basis. So you can reach your service level (safety calculations) and shift scheduling in single-skill, multi-skill and also multi-channel blended contact centers. You will get hands-on experience in using Excel-based tools like Erlang add-ins and shift scheduling optimization sheets.

Teacher: Siqiao (April) Li PhD.

The Intra-Day Training

In this training you will get the integral overview needed to understand what intra-day management is all about. Be prepared to embrace our multi-disciplinary training that combines the necessary forecasting, capacity management, and customer behavior basics with a focus on intra-day level instruments and targets.