Releasing Potential The Professional Planning Forum National Planning Conference 2017 28 th November 2017 Chesford Grange, Warwickshire Gold Sponsors #ForumConf
Welcome The Professional Planning Forum Alison Conaghan Planning & Insight Specialist The Forum Gold Sponsors 2
An Introduction to eg forecasting eg solutions ltd
eg Platform Architecture eg solutions ltd 4
eg forecasting eg solutions ltd 5
eg forecasting Demand Drivers Forecasting Library of Tools - Demand Drivers A business metric that relates to a demand of one or more processes Can be calculated from eg work manager historic data eg solutions ltd 6
eg forecasting Demand Profiles - Demand Profiles The arrival distribution model of the demand. Set manually or calculated from eg work manager historic data. - Quarter in year - Month in year - Week in month - Day in week eg solutions ltd 7
eg forecasting Trend Profiles - Trend Profiles An overall trend that can be applied to demand volumes. The trend can follow a linear or non-linear profile eg solutions ltd 8
eg forecasting Latency Profile - Latency Profile Inject a delay between the occurrence of a business event and the demand arrival eg solutions ltd 9
eg forecasting Special Events - Special Events Special events can be created to account for anomalies in forecast volumes eg solutions ltd 10
eg forecasting Business Perspectives - Business Perspectives - Layers of demand to build up the demand volumes using Demand Drivers, Demand Profiles and Trend Profiles eg solutions ltd 11
Eg forecasting business perspectives eg solutions ltd 12
eg forecasting Demand Model eg solutions ltd 13
eg forecasting Supply Model eg solutions ltd 14
eg forecasting Resource Model eg solutions ltd 15
eg forecasting - Simulation Simulation - Simulation Settings - Process Task Distribution - Simulation Distribution eg solutions ltd 16
eg forecasting - Simulation eg solutions ltd 17
eg forecasting - Simulation eg solutions ltd 18
Capita TVL Forecasting for Back Office 19 Capita TVL Planning
Background Own end to end planning for TVL c31m customers c8.3m contacts per year c3.2m non-voice contacts dealt with in the back office Able to measure telephony performance Were not able to measure effectively back office performance 20
Our back office by numbers 500+ Queues 250+ FTE 10 Departments 8 Different Systems KPI s and PI s split by channel KPI s and PI s split by department KPI and PI ranging from 2 hours up to 30 days 7 Channels Offshore & Onshore 21
The journey to get here hasn t been quick Forecast built for offshore EG forecast built and running in tandem No Forecast 2013 2014 2015 2016 2017 2018 Forecast built for onshore New forecast model built with EG data Remove spreadsheet forecasting? 22
Our models were complex Waterfall spreadsheet models can be complex Waterfall Forecasts Impacting Building what-if scenario s with confidence is a challenge One Performance Level Huge Spreadsheets Difficult to get one measure into a spreadsheet Differing Levels of Skill Multi-skill Need I say anymore! Multiple Feeds Right skills to do the workload that is coming in Forecast taking feeds from different systems Where do we multi-skill to gain the most benefit 23
The future is bright it is EG forecasting tool A click of a button Waterfall Forecasts Impacting Quick turnaround of change assessments One Performance Level Huge Spreadsheets Trends & results are easier to extract and explain Differing Levels of Skill Multi-skill No spreadsheets!!! Multiple Feeds Various queues into one individual a true balanced productivity. Just One!! Able to see gaps and take action to address 24
So what is next for us Integration of EG into Verint WFM Single feed updating an agents shift End the reliance in back office of spreadsheet forecasts Integrate the planning teams work into EG Gives the planning leadership team the ability to measure the various work queues in planning 25
How can you get involved? Challenge Standards University Ask us for if you d like to know more Gold Sponsors Training Awards Professional Services 26
Releasing Potential The Professional Planning Forum National Planning Conference 2017 28 th November 2017 Chesford Grange, Warwickshire Gold Sponsors #ForumConf