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Data Collection and Analysis

Course Outline Register Now
$375 September 20, 2016 @ 1:00 pm - 2:30 pm

Getting Off to the Right Start

The most critical step in the workforce management process is the first one: data collection and analysis. The best predictor of future call workload is past data, so gathering the right data is critical to the workforce management process. Attendees will learn where to look for data and how to scrutinize the data to make sure it’s appropriate to feed into the forecasting process. The class will review mathematical techniques for analyzing data and making needed adjustments. The role of business drivers and how to incorporate them into the planning process will also be discussed.

Seminar attendees will learn to:

  • Identify the sources of contact centre planning data.
  • Describe the impact of call routing and button usage on input data.
  • Identify data aberrations and how to adjust for them.
  • Outline business drivers most pertinent to the planning process.

Facilitated by: Giles Potter, Director, Great Outcomes

Giles is a speaker, author and experienced Consultant, who has been leading service industry change and development for over 13 years, after holding senior roles in the financial services industry.  As a Management Consultant, Giles has worked with executive leaders in many of New Zealand’s government agencies and global corporations.

Web Seminar Cost : $375.00 + GST (first connection)

The cost of your first connection is $375. An unlimited number of students may attend via a single web/audio connection. You can get a discounted price of 25% off for all connections purchased when you buy more than one (discounted to $281.25 each)

Seminar Access

Access to web seminars in the Masters Series is provided via an Internet connection and a separate audio (telephone) connection. Two days prior to each seminar, you will receive email access instructions for the web portion and the telephone number to call.


Attend the five core sessions in the Workforce Management Track and take the Mastery Exam to earn certification. Students achieving 80% or higher score on the exam will receive certification from The Call Center School. The certification processing fee per student is $35 for web seminar attendees; there is no certification charge for classroom participants.

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