Call Center Training - Workforce Management eLearning
Workforce Management eLearning
| Items 1 to 12 of 15 total | Show per page |
Introduction to Workforce Management: An Overview of the Workforce Management Process (e-Learning):
This self-paced, 3-module e-Learning program 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.
Workforce Management - 2-Course Skill-Based Routing (e-Learning):
This self-paced, 6 module e-Learning 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
WFM Design Dilemmas: Optimizing Staffing in Evolving Contact Center Scenarios (e-Learning):
This self-paced, 3-module 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.
Skill-Based Routing WFM Challenges (e-Learning):
This self-paced, 3-module e-Learning 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.
Skill-Based Routing Design: Balancing Customer, Agent, and Center Needs (e-Learning):
This self-paced, 3-module 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.
Workforce Management - 12 Seminar Full Track (e-Learning):
This self-paced, 36 module e-Learning program 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.
Workforce Management - 5-Course Core Program (e-Learning):
This self-paced, 15-module 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.
Advanced Forecasting Techniques: Fine-Tuning Workload Predictions (e-Learning):
This self-paced, 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.
Attendance and Adherence: Keeping Bodies in Seats (e-Learning):
This self-paced, 3-module e-Learning program 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.
Managing Daily Service Levels: An Intra-Day Guide to Managing Staff and Service (e-Learning):
This self-paced, 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.
Scheduling Principles and Problems: Solutions to Scheduling Challenges (e-Learning):
This self-paced, 3-module e-Learning program 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.
Calculating Call Center Staff: The Math of Call Center Staffing Tradeoffs (e-Learning):
This self-paced, 3-module e-Learning program 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.
| Items 1 to 12 of 15 total | Show per page |