The Workforce Management (WFM) series includes five core programs, plus another seven elective programs to address specialty areas. These WFM courses are available as either instructor-led web seminars on the dates specified, or as self-paced e-learning programs (or you can combine both approaches).  Read below for detailed seminar descriptions and check out the bottom of the page for money-saving discounts by purchasing one of the popular “Learning Bundles” of WFM topics.

If you prefer classroom training, join us for our comprehensive 3-day Optimizing Workforce Management seminar, offered in conjunction with The Resource Center in major cities throughout the year.  The Call Center School can also bring a customized version of this program to your call center. Call 615-812-8400 to learn more about on-site delivery.

Core Curriculum:

- Data Collection and Analysis: Getting Off to the Right Start

- Forecasting Fundamentals: Proven Practices for Predicting Call Workload

- Calculating Call Center Staff: The Math of Call Center Staffing Tradeoffs

- Scheduling Principles and Problems: Practical Solutions to Scheduling Challenges

- Managing Daily Service: An Intra-Day Guide to Managing Staff and Service

Electives:

- Introduction to Workforce Management: An Overview of the Workforce Management Process

- Attendance and Adherence: Getting and Keeping Bodies in Seats

- Advanced Forecasting Techniques: Fine-Tuning Workload Predictions

- WFM Design Dilemmas: Optimizing Staffing in Evolving Contact Center Scenarios

- Skill-Based Routing Design: Balancing Customer, Agent, and Center Needs

- Skill-Based WFM Challenges: Forecasting and Scheduling for SBR Scenarios

- Communications for Workforce Management Professionals: Interacting Effectively with Agents, Supervisors, and Management

Labor Strategy Special Topics:

- The Overtime Lie: Calculating True Labor Costs (TLC) in a Shift Work Environment

- Scheduling for Success: Shift Strategies to Improve Employee Satisfaction and the Bottom-Line

- From Strategy to Implementation:A Step-by-Step Guide for Rolling Out a New Labor Plan

Learning Bundles:

2-Part Skill Based Routing Set

5-Part Core WFM Curriculum

12-Part WFM Seminar Bundle

3-Part Labor Strategies Seminar Bundle

CORE PROGRAM

Data Collection and Analysis: Getting Off to the Right Start
May 11, Sep 14 – 2012

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 call center 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.

Forecasting Fundamentals: Proven Practices for Predicting Call Workload
May 18, Sep 21 – 2012

While forecasting approaches range from simple gut feel to complex mathematical modeling, there are several that every call center manager should know about. This session reviews the most popular techniques used for forecasting and the advantages and risks of each. Attendees will learn about the step-by-step approach used by most call centers called time-series analysis, including a case study and an exercise to complete after the class.

Seminar attendees will learn to:

• Outline the different approaches used by call centers today and which is most widely used.
  
• Outline the step-by-step process of time-series analysis.
  
• Calculate trend rates, seasonal patterns, and day-of-week/time-of-day factors.
  
• Identify some popular forecasting shortcuts and when to use them.

Calculating Call Center Staff: The Math of Call Center Staffing Tradeoffs
May 25, Sep 28 – 2012

Getting the “just right” number of people in place at the right times to handle the contacts – it’s every call center manager’s dream. However, figuring out the right staffing mix to maximize service to customers, while minimizing cost, can sometimes be a nightmare. This session outlines the step-by-step approach to call center staffing. Attendees will learn about setting service goals and how to use Erlang techniques to determine the right number of bodies in chairs. The session will also discuss the most critical staffing tradeoffs, such as cost versus service concerns, the effect on service of plus/minus one person, the impact of large groups and economies of scale, and effects of staff occupancy. All attendees will receive free QuikStaff planning software.

Seminar attendees will learn to:

• Identify factors in setting service level goals and what factors contribute to speed of answer expectations.
  
• Use Erlang calculations to pinpoint staffing needs.
  
• Identify service and cost tradeoffs and ways to improve service without adding staff.
  
• Describe the most common mistakes call centers make in determining staff numbers.
  
• Identify ways to incorporate multi-media contacts into the staff planning process.
  

Scheduling Principles and Problems: Practical Solutions to Scheduling Challenges
Jun 1, Oct 5 – 2012

Have you managed to arrive at the delicate balance between efficient schedules and staff preferences? Don’t worry – you’re not alone! It’s the age-old problem that workforce planners and call center managers continue to struggle with week in and week out. And just when you’ve got it figured out, throw in skill-based scheduling, extended hours of operation, or the need to cover emails and web chats in addition to calls. This session outlines the most common scheduling problems call centers face and will provide some traditional solutions as well as some creative new ones to help with your scheduling dilemma.

Seminar attendees will learn to:

• Describe schedule efficiency versus acceptability conflicts.
  
• Identify the ten most common scheduling problems call centers face today.
  
• Describe options that have worked for other call centers in solving scheduling problems.
  
• Examine schedule horizon tradeoffs.
  
• Identify long-term scheduling strategies as well as real-time reaction strategies to meet service goals.
  
• Describe the latest workforce management software capabilities for solving scheduling problems.

Managing Daily Service Levels: An Intra-Day Guide to Managing Staff and Service
Feb 10, Jun 8, Oct 12 – 2012

Everything is in place. You’ve forecasted workload according to best practices and created a staffing plan and set of schedules to efficiently match the workforce to the workload. But you know what they say about the best-laid plans. It’s critical to track how well the plan is working every single half-hour of every single day to ensure service goals are being met and employees are being utilized effectively. This session will outline the process of tracking performance within the day and provide overstaffing and understaffing reaction strategies should the plan go awry.

Seminar attendees will learn to:

• Identify the components and the process used to track daily performance.
  
• Outline the steps of developing a communications plan should changes in staffing be required.
  
• Identify reaction strategies from both a staffing and technology perspective.
  
• Outline the many types of intra-day activities that affect staff availability and how to track them.
  
• Identify the most critical measures of intra-day performance and when to use each one.

WORKFORCE MANAGEMENT ELECTIVES

Introduction to Workforce Management: An Overview of the Workforce Management Process
May 4, Sep 7 – 2012

Workforce management is the process of getting the “just right” number of staff in place every hour to maximize service and minimize cost and it’s one of the most important planning and management functions in the call center. In this session, you’ll learn the implications of getting the numbers wrong, as well as the step-by-step process of effectively forecasting calls, calculating staff requirements, creating staff schedules, and tracking daily service and performance. You’ll hear about the critical tradeoffs between staffing, service, and cost and how each of these tradeoffs affects the final staff count. Attendees will also learn the impact that each and every person can make in terms of achieving service goals for the day.  NOTE: This course is an excellent stand-alone course for those not heavily involved in WFM or can serve as a foundation overview course for those students planning to take the full WFM Curriculum.

Seminar attendees will learn to:

• Define workforce management and its implications on cost and service.
  
• Describe why call center staffing is such a unique kind of problem.
  
• Outline the step-by-step process of forecasting calls, calculating staff, and creating workforce schedules.
  
• Identify the impact that every single individual has on meeting service goals and balancing workload.

Attendance and Adherence: Getting and Keeping Bodies in Seats
Feb 17, Jun 15, Oct 19 – 2012

One of the toughest jobs related to workforce management may not be the intricate calculations of forecasting nor the numerous iterations of coming up with the best schedule mix. The hardest part may come after the schedules are in place – simply ensuring there are frontline staff available when and where you need them to be. Some call centers are much more successful than others at this
attendance and adherence dilemma. So how do you get staff to show up for work on Mondays and stick to their planned break times? This session will share proven practices on attendance and adherence that have resulted in increased availability.

Seminar attendees will learn to:

• Quantify the cost and service implications of missing staff.
• Identify ways to communicate and educate staff on the “power of one” in call center staffing.
• Describe options for setting adherence performance goals and selling to the staff.
• Identify reward and consequence programs that support adherence goals.

Advanced Forecasting Techniques: Fine-Tuning Workload Predictions
Feb 24, Jun 22, Oct 26 – 2012

Without an accurate forecast of workload and staff requirements, the scheduling process will be inefficient. This session will explore various approaches to help fine-tune your tactical call forecasting process. Whether you’re forecasting by spreadsheets or with workforce management software, you’ll learn how to improve the accuracy of your daily and half-hourly forecasts through techniques like  regression analysis and use of correlation coefficients.

Seminar attendees will learn to:

• Calculate forecast accuracy by various methods.
• Outline additional components of time series analysis beyond trend and seasonality.
• Identify predictable cycles in call center workload.
• Apply correlation coefficient techniques to fine-tune forecasts.

WFM Design Dilemmas: Optimizing Staffing in Evolving Contact Center Scenarios
Mar 2, Jun 29, Nov 2 – 2012

Today’s WFM team is faced with a number of challenges that go well beyond the standard forecasting, scheduling and real-time management tasks.  More and more centers are handling non-phone work such as emails, web chats and other communications.  In addition, WFM processes are being applied outside of the contact areas typically referred to as “back-office” operations.  This session delves into some of the more common issues to consider that will effectively address these challenges for single-site, multiple-site, and consolidated contact center operations.

Seminar attendees will learn to:

• Distinguish between random and sequential workload and the staffing implications of each.
• Describe the WFM processes that apply to sequential work.
• Outline the WFM implications of backlogs and multi-tasking.
• Identify the best application of shrinkage assumptions versus scheduling for non-call tasks.
• Describe the data needed and potential sources for WFM planning in back-office operations.
• Understand the WFM analysis processes to be applied to consolidation studies.

Skill-Based Routing Design: Balancing Customer, Agent, and Call Center Needs
Mar 16, Jul 13, Nov 9 – 2012

This session provides a map to guide you through a process of applying skill-based routing (SBR) fundamentals to both a traditional and multi-channel environment. It will help you determine and assign priorities in order to manage service differences that make the most sense in your center. If you are
responsible for providing service to customers via multiple channels, you will find valuable guidance
in this session to help you succeed in properly designing your skill-based routing system.

Seminar attendees will learn to:

• Outline the benefits and challenges of designing an effective SBR plan.
• Describe the most critical first step in the SBR process and alternatives for achieving it.
• Describe design concepts for progressive agent training and varied agent skill situations.
• Analyze sample case problems for design implications.

Skill-Based Routing WFM Challenges: Forecasting and Scheduling for SBR Scenarios
Mar 23, Jul 20, Nov 16 – 2012

This session provides a brief review of the skill-based routing (SBR) design principles and focuses primarily on the changes that will be needed in the workforce management (WFM) operation. The first step in any effective WFM process is to obtain accurate historical data so the ACD and router setup to support this is critical. Agent and caller priorities can be useful but can create significant challenges in the planning and intraday management of the operation. Matching the WFM processes to the SBR design will go a long way toward achieving the efficiencies and effectiveness that SBR promises.

Seminar attendees will learn to:

• Describe the basic design principles involved in SBR configurations.
• Describe the challenges of achieving forecasting accuracy and tips for better data collection.
• Identify the process of scheduling agents to match SBR configuration demands.
• Describe the challenges of intra-day management of SBR and how to overcome them.

Communications for Workforce Management Professionals: Interacting Effectively With Agents, Supervisors, and Management
Mar 30, Jul 27, Nov 30 – 2012

Workforce planners sometimes speak their own specialized language in terms of erlangs, occupancy, and adherence.  Unfortunately, it’s a language not always understood by others in the center, including the senior management team aswell as supervisors and frontline agents. It’s important to the success of the schedule plan to get cooperation and schedule adherence from supervisors and agents and you’ll want to speak management’s language to get approval for the resources needed.

This session is all about ways to improve your communications, build stronger relationships and educate others about the WFM process and its value to the organization. Learn about four types of communication styles, how to identify your style and ways to adjust your communication to those who tend toward a different style. Hear about conflict management strategies to help you more effectively interact with all levels of call center professionals.

Seminar attendees will learn to:

Workforce Management – Labor Strategy Special Topics

The Overtime Lie: Calculating True Labor Costs (TLC) in a Shift Work Environment
30-day licenses available throughout 2012

In a work environment that often portrays overtime as a negative, it’s important to take a closer look at the real costs and benefits to determine where best to set your staffing levels. This class will outline the calculations and help you understand the math of overtime, straight time, and idle time to better understand the tradeoffs. Based on John Frehse’s popular article, The Overtime Lie, recently published in the Hall of Fame edition of Industry Week magazine, this seminar will provide the foundation of how to calculate true labor costs. You will learn how to calculate fully loaded labor costs and participate in a hands-on activity where you determine your own true labor cost (TLC).

This recorded class may fundamentally change the way you think about overtime and how to balance service and bottom-line costs.

Seminar attendees will learn to:

• Calculate true labor cost (TLC) for overtime, idle time, and straight time.
• Outline staffing strategies based on real costs and not perceived negatives.
• Identify key idle time generators that drive up labor costs and ways to minimize them.
• Discuss new shift scheduling strategies to take advantage of TLC realities.
• Outline ways to educate the management team about critical cost tradeoffs.

Scheduling for Success: Shift Strategies to Improve Employee Satisfaction and the Bottom-Line
30-day licenses available throughout 2012

Shift work is a fact of life in the contact center as staff must be available when customer calls arrive.
However, working an undesirable schedule can contribute to low morale, poor performance and turnover. But changing schedules to meet employee needs leads to poor call coverage, right? Wrong! It’s actually possible that re-thinking the schedule mix can not only improve coverage and reduce costs, but can actually give employees some new options that will be more attractive to them. In this session, John Frehse will offer some insights from his article, It’s Not About the Money (from Strategy and Business magazine), including many case studies about how companies have implemented new, creative schedules to meet both employee
and business needs. You’ll hear new ideas about what motivates staff and what you can do to impact workplace
satisfaction in a positive way.

Seminar attendees will learn to:

• Identify the most popular schedule options currently in existence with the advantages and disadvantages of each.
• Outline the characteristics of alternative shift schedules.
• Describe the factors that drive shift worker productivity and satisfaction.
• Outline key elements that contribute to being an “employer of choice.”
• Review benchmark data on employee satisfaction impacted by schedule choices.

 

From Strategy to Implementation: A Step-by-Step Guide for Rolling Out a New Labor Plan
30-day licenses available throughout 2012

Many organizations have solid labor strategies and worthwhile ideas that would benefit the workforce and bottom-line profits. However, these ideas sometimes don’t get translated into practical tactics that ensure the plan is implemented fully. In this final seminar, John Frehse will discuss implementation strategies including how best to work with unions, ways to avoid critical work and pay policy mistakes, and change management techniques that have realized results. This is a must see for groups that have great ideas but are concerned about the ability to realize the savings based on a lack of confidence in the implementation plan.
Students will learn about the common mistakes that happen when implementing new labor strategies,
including how to avoid mis-steps with unions and other employee groups.

Seminar attendees will learn to:

• Outline change management methodologies for implementing new labor policies.
• Describe the process for translating labor strategies into step-by-step tactics.
• Identify common work and pay policy errors made in shift work environments.
• Outline practical ways to communicate changes with employees.

 

Workforce Management – Learning Bundles

5-Part Core WFM Curriculum

The 5-course core curriculum covers the five basic steps and fundamental components of workforce planning and management. The 5 courses include: Data Collection & Analysis, Forecasting Fundamentals, Calculating Call Center Staff, Scheduling Principles and Problems, and Managing Daily Service. Students completing all 5 courses are eligible to test for Mastery Certification in Workforce Management.

Web Seminars – Price: $1,300 (a $200 savings compared to single seminar pricing)

e-Learning – Price: $600  (a $150 savings compared to single seminar pricing).

12-Part Full WFM Curriculum

Get the fundamentals from the 5-course core curriculum as well as more advanced concepts from a variety
of elective programs. The 12 courses include all the programs in the 5-Part Core Curriculum outlined above, as well as these additional courses:Introduction to Workforce Management, Attendance and Adherence, Advanced Forecasting,WFM Design Dilemmas,  Skill-Based Routing Design, Skill-Based WFM Challenges, and Communications for Workforce Management Professionals.

Web Seminars – Price: $3,000 ($600 savings compared to 12 courses purchased individually)

e-Learning – Price: $1,200 ($600 savings compared to single seminar pricing)

2-Part Skill-Based Routing Set

Learn how to make the most of your skill-based routing technology as
well as how to match up the workforce plan to the routing design to maximize efficiency and service. The 2 courses include Skill-Based Routing Design and Skill-Based Routing WFM Challenges.

Web Seminars – Price: $550  ($50 savings compared to single seminar pricing)

e-Learning – Price: $275  ($25 savings compared to single seminar pricing)

3-Part Labor Strategies Seminar Bundle (Recordings)

Join us for this three-part series for the tools and strategies you need to make the most of your contact center personnel. Course leader John Frehse, Chief Strategic Officer at Core Practice, will provide you with a blueprint for developing a comprehensive labor strategy through the presentation of key calculations, scheduling strategies, case study examples, and a how-to implementation plan. The 3 courses include The Overtime Lie, Scheduling for Success, andFrom Strategy to Implementation.

Web Seminars – Price: $750  ($150 savings compared to single seminar pricing)