Call Center Training - Workforce Management
Workforce Management Curriculum Track
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
Date: January 13, May 11, September 14
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
Dates: March 30, July 27, November 30
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
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
Dates: January 27, May 25, September 28
Scheduling Principles and Problems: Solutions to Scheduling Challenges (web seminar):
This 90 minutes web seminar provides a comprehensive look at scheduling calculations and challenges, outlines all the necessary definitions and decisions associated with call center scheduling, and discusses scheduling best practices in today's call center. Students will learn effective scheduling techniques to match up the call center workforce to the incoming call workload.
Dates: February 3, June 1, October 5
Dates: February 3, June 1, October 5
Managing Daily Service Levels: An Intra-Day Guide to Managing Staff and Service (web seminar):
This 90-minute web seminar outlines the process of tracking service on an intra-day basis in the call center, defines a wide range of staffing and technology reaction strategies, and outlines practical strategies for managing the schedule exception process. Students will learn the essentials of managing staffing levels to maximize service while minimizing cost and staffing disruptions.
Dates: February 10, June 8, October 12
Dates: February 10, June 8, October 12
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
Dates: January 6, May 4, September 7
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
Dates: February 17, June 15, October 19
Advanced Forecasting Techniques: Fine-Tuning Workload Predictions (web seminar):
This 90-minute web seminar supports workforce planners in developing advanced call forecasting skills. Students will learn how to measure forecast accuracy, outline different forecasting techniques and approaches that can fine-tune call center workload predictions, and apply techniques such as using correlation coefficients in the forecasting process.
Dates: Februrary 24, June 22, October 26
Dates: Februrary 24, June 22, October 26
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
Dates: March 2, June 29, November 2
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
Dates: March 16, July 13, November 9
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
Dates: March 23, July 20, November 16
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.
Introduction to Workforce Management: An Overview of the Workforce Management Process (eLearning):
This 3-module e-learning course 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.
Data Collection and Analysis: Getting Off to the Right Start (eLearning):
This 3-module e-learning course 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.
Forecasting Fundamentals: Prove Practices for Predicting Call Workload (eLearning):
This 3-module e-learning course 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.
Calculating Call Center Staff: The Math of Call Center Staffing Tradeoffs (eLearning):
This 3-module e-learning course 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.
Scheduling Principles and Problems: Solutions to Scheduling Challenges (eLearning):
This 3-module e-learning course provides a comprehensive look at scheduling calculations and challenges, outlines all the necessary definitions and decisions associated with call center scheduling, and discusses scheduling best practices in today's call center. Students will learn effective scheduling techniques to match up the call center workforce to the incoming call workload.
Managing Daily Service Levels: An Intra-Day Guide to Managing Staff and Service (elearning):
This 3-module e-learning program outlines the process of tracking service on an intra-day basis in the call center, defines a wide range of staffing and technology reaction strategies, and outlines practical strategies for managing the schedule exception process. Students will learn the essentials of managing staffing levels to maximize service while minimizing cost and staffing disruptions.
Attendance and Adherence: Keeping Bodies in Seats (eLearning):
This 3-module e-learning course 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.
Advanced Forecasting Techniques: Fine-Tuning Workload Predictions (eLearning):
This 3-module e-learning program supports workforce planners in developing advanced call forecasting skills. Students will learn how to measure forecast accuracy, outline different forecasting techniques and approaches that can fine-tune call center workload predictions, and apply techniques such as using correlation coefficients in the forecasting process.
Workforce Management - 5-Course Core Program (eLearning):
This 5-course e-learning 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 (e-learning):
This self-paced course includes all the topics in the The Call Center School's Workforce Management curriculum. Included is the full array of topics related to call forecasting, staff scheduling, and daily service management.
Skill-Based Routing Design: Balancing Customer, Agent, and Center Needs (elearning):
This 3-part e-learning program 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.
Skill-Based Routing WFM Challenges (e-learning):
This 3-part elearning program 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.
WFM Design Dilemmas: Optimizing Staffing in Evolving Contact Center Scenarios (Elearning):
This 3-part e-learning program 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.
Workforce Management - 2-Course Skill-Based Routing (e-Learning):
This 2-course self-paced 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
Classroom Training - Workforce Management:
The Call Center School's popular training program in Workforce Management is available for delivery at your call center site. Select from our standard training modules, or let our faculty customize a program based on your call center's unique workforce planning and management environment and challenges.
Price: Call for Quote
Price: Call for Quote
Optimizing Workforce Management (3-Day Public Classroom Seminar):
This 3-day seminar is a comprehensive how-to classroom program that provides all the necessary knowledge and skills in workforce planning and management, including detailed workbooks, expert instruction, and a number of workforce management software tools.
Price: $2,495.00
Price: $2,495.00
The Power of One - Frontline Fundamentals Book:
The Power of One is an easy-to-read book that shows each call center employee the significant impact each can make on customer perceptions and call center operations.
Call Center Staffing Book:
Call Center Staffing: The Complete Practical Guide to Workforce Management by Penny Reynolds is a 200-page book that takes the reader through the step-by-step process of forecasting workload, calculating staff, creating schedules, tracking daily performance, and managing by the numbers in a call center.
Workforce Management Check-Up (audit):
The Workforce Management Check-Up is a consulting project in which The Call Center School's workforce planning specialists perform an overall evaluation of the workforce management function in your call center. The project involves an on-site visit, detailed data analysis, and a comprehensive report of findings. Pricing depends on project scope -- call for quote.
Workforce Management - Train the Trainer (licensing):
License any of the programs in The Call Center School's 11-seminar Workforce Management curriculum. Topics include the full array of topics related to call forecasting, staff scheduling, and daily service management.