Enrolment options
Theory of Variability
Fluctuations can be observed anywhere in the universe. So the fluctuations that are part of the contact arrival patterns in a contact center are certainly not an exceptional process. In this four-hour course, we will solve the mystery of fluctuation by discussing different aspects of variability.
You will learn the basic probability theory, statistics relevant to WFM, including histogram, mean, median, standard deviation, significance, some well-known distributions, and the relation between scale and randomness.
This course requires you to have operational knowledge of Excel in a contact center.
The topics are explained without going into mathematical details.
This course is one of the seven courses in the Forecasting Training, one of the seven courses in the Capacity Training and one of the eight courses in the Intra-Day Training.