Call Center Workforce Management Training

Introduction to Workforce Management: An Overview of the Workforce Management Process (Web Seminar):

This 90-minute web seminar describes the challenges of WFM, outlines the steps in the WFM process, and reviews various WFM roles and responsibilities in the call center. This course provides an excellent overview of workforce management for anyone in the call center and serves as an introduction to the other modules in the WFM Seminar track.

Dates: January 6, May 4, September 7

WFM Design Dilemmas: Optimizing Staffing in Evolving Contact Center Scenarios (Web Seminar):

This 90-minute web seminar outlines some of today's most challenging WFM problems. Learn how to analyze back-office, web, and email design problems to make the most of call center personnel resources.

Dates: March 2, June 29, November 2

Communications for Workforce Management Professionals (web seminar):

This 90-minute web seminar provides an overview of techniques for improving communications skills with Agents, Supervisors, and Management about the Workforce Management process and its' value to the organization.

Dates: March 30, July 27, November 30

Workforce Management - 2-Course Skill-Based Routing (web seminars):

This 2-course program provides essential knowledge and skills for making the most of Skill-Based Routing in the call center. These two courses include: Skill-Based Routing Design and Skill-Based Workforce Management Challenges

Workforce Management - 5-Course Core Program (web seminars):

This 5-course program provides the Core Curriculum of The Call Center School's Workforce Management training program. Topics include Data Collection/Analysis, Forecasting Fundamentals, Call Center Staffing, Scheduling Principles, and Managing Daily Service.

Workforce Management - 12 Seminar Full Track (web seminars):

This 12-seminar package includes all the topics in the The Call Center School's Workforce Management curriculum. Topics include the full array of topics related to call forecasting, staff scheduling, and daily service management.

Attendance and Adherence (web seminar):

This 90-minute web seminar is designed to help call centers manage attendance and schedule adherence. Students will learn how to define and quantify schedule adherence, communicate the power of one to all call center staff, and how to shape desired attendance and adherence behaviors through proper education and reinforcement.

Dates: February 17, June 15, October 19

Skill-Based Routing WFM Challenges (web seminar):

This 90-minute web seminar provides an overview of general skill-based routing (SBR) design principles and provides best practices for incorporating SBR into the forecasting and skill-based scheduling process.

Dates: March 23, July 20, November 16

Skill-Based Routing Design: Balancing Customer, Agent, and Center Needs (web seminar):

This 90-minute web seminar provides best practices for designing a skill-based routing system in both a traditional and multi-channel contact center environment. Students will apply and practice SBR design concepts through case study applications.

Dates: March 16, July 13, November 9

Data Collection and Analysis: Getting Off to the Right Start (web seminar):

This 90-minute seminar identifies the sources of WFM planning data, outlines the process of data validation and adjustment, and describes how to incorporate business drivers into the planning process. This course describes the data collection considerations crucial to the overall workforce management and planning process.

Date: January 13, May 11, September 14

Forecasting Fundamentals: Proven Practices for Predicting Call Workload (web seminar):

This 90-minute web seminar outlines the most common forecasting approaches used by call centers, and outlines the forecasting steps for developing a monthly, daily, and half-hourly forecast. Students will learn how to apply time-series analysis to create a future forecast using historical data.

Dates: January 20, May 18, September 21

Calculating Call Center Staff: The Math of Call Center Staffing Tradeoffs (web seminar):

This 90-minute web seminar describes the process for defining service goals in the call center, calculating call center staff requirements, and analyzing staffing/cost/service tradeoffs. Students will learn to calculate the optimal number of call center staff to maximize service while minimizing cost to make the most of call center resources.

Dates: January 27, May 25, September 28

Category Navigation:

Consulting

Certification

Call Center Training - Workforce Management