Postgraduate Certificate in Contact Centre Business Forecasting
-- ViewingNowThe Postgraduate Certificate in Contact Centre Business Forecasting is a comprehensive course designed to equip learners with essential skills in demand by the industry. This certificate program emphasizes the importance of data-driven decision making in contact center operations, imparting knowledge and techniques for accurate forecasting and resource planning.
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โข Business Forecasting Fundamentals: Understanding the basics of forecasting, its importance, and applications in contact centers. Includes topics like time series analysis, causal forecasting, and qualitative methods.
โข Contact Center Metrics and KPIs: Measuring and tracking key performance indicators in a contact center, including service level, average speed of answer, abandon rate, and customer satisfaction. This unit also covers the importance of data-driven decision making in contact centers.
โข Demand Forecasting Techniques: Techniques for predicting future demand, such as historical analysis, trend analysis, and seasonal indexes. This unit also covers the use of statistical software for demand forecasting.
โข Workforce Management and Forecasting: The relationship between forecasting and workforce management in contact centers. Includes topics like staffing models, scheduling, and intraday management. This unit also covers the use of workforce management software for forecasting and scheduling.
โข Forecasting for Quality Assurance: The use of forecasting in quality assurance, including the prediction of call volume and handle time for quality monitoring and evaluation. This unit also covers the use of quality management software for forecasting and reporting.
โข Capacity Planning and Forecasting: The role of forecasting in capacity planning, including the prediction of facility, equipment, and technology needs. This unit also covers the use of capacity planning software for forecasting and planning.
โข Integrating Forecasting with Business Operations: Best practices for integrating forecasting with business operations in contact centers. Includes topics like data governance, change management, and continuous improvement. This unit also covers the use of business intelligence software for forecasting and reporting.
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