Topic outline
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Before attempting quizzes and assignments, please first watch the video clip. Sometimes, you may need to go over the video multiple times to understand all details. The courses are designed in a specific order. We recommended you follow it in that order.
At the end of the course, a certificate will automatically be generated. Good luck and enjoy your course.
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Let's begin.
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How to measure CCC performance?
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Finish the excel and submit it.
Please answer the following question based on your own CCC or any CCC your company offers service or based on your own knowledge if you do not know much details of the CCC yet (then we suggest you to try to gain more knowledge on that during your routine work).
- Describe the performance measures for your CCC.
- Describe how Service Level and Abandonment Rate are calculated in your CCC.
- Are quality and efficiency targets in balance in the CCC? If you do not know, you may answer what can be the quality targets in a CCC?
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Staff- and line functions and WFM in a CCC.
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Introduction to the WFM support of day-to-day CCC operations.
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Introduction to the operational forecasting process.
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Introduction to the operational planning process.
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Introduction to the scheduling process.
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Introduction to the traffic management process.
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Please download the following Excel file and answer the questions.
Hint:
to calculate the SL of the day, you can follow the steps:
1) For each interval, calculate: SL per interval * call volume per interval / total call volume of the day
2) Sum the result of each interval up.
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Introduction to the WFM support of CCC tactical operations.
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About occupancy and FTE and how to use them in a capacity plan.
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Introduction to the WFM support of CCC strategy.
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An example of WFM organization in processes, functions and departments.
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Describe from what WFM improvement your organization would benefit most, and explain why (1500 words max)
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Before you move on to the next course, we would like to hear your feedback on this one.
To obtain the Certificate of Completion your average grade of all topics should be higher than 80%. You can retry every single topic as much as you would like. There is no limit in time or number of tries.
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