Call Center Training - Workforce Management Web Seminar Series
Workforce Management Web Seminar Series
| Items 1 to 12 of 23 total | Show per page |
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
A Crash Course in Labor Strategy: A Three-Part Series for Contact Center Labor Planning (Recordings):
Join us for this 3-course recorded 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.
These recorded sessions will be available throughout 2012!
These recorded sessions will be available throughout 2012!
From Strategy to Implementation: A Step-by-Step Guide for Rolling Out a New Labor Plan (Recording):
In this 90-minute recorded seminar you will hear about labor strategies and policies associated with rolling out a new labor plan.
This recorded session will be available throughout 2012!
This recorded session will be available throughout 2012!
Scheduling for Success: Shift Strategies to Improve Employee Satisfaction and the Bottom-Line (Recording):
In this 90-minute recorded seminar you will hear about the possibilities associated with re-thinking your schedule mix to improve coverage and reduce costs, while giving your employees some new options that will be more attractive to them.
This recorded session will be available throughout 2012!
This recorded session will be available throughout 2012!
The Overtime Lie: Calculating True Labor Costs (TLC) in a Shift Work Environment (Recording):
In this 90-minute recorded seminar you will hear about the importance of taking a closer look at the real costs and benefits associated with overtime.
This recorded session will be available throughout 2012!
This recorded session will be available throughout 2012!
A Crash Course in Labor Strategy: A Three-Part Series for Contact Center Labor Planning (web seminars):
Join us for this 3-course 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.
From Strategy to Implementation: A Step-by-Step Guide for Rolling Out a New Labor Plan (web seminar):
In this 90-minute web seminar you will hear about labor strategies and policies associated with rolling out a new labor plan.
Dates: April 12
Dates: April 12
Scheduling for Success: Shift Strategies to Improve Employee Satisfaction and the Bottom-Line (web seminar):
In this 90-minute web seminar you will hear about the possibilities associated with re-thinking your schedule mix to improve coverage and reduce costs, while giving your employees some new options that will be more attractive to them.
Dates: April 11
Dates: April 11
The Overtime Lie: Calculating True Labor Costs (TLC) in a Shift Work Environment (web seminar):
In this 90-minute web seminar you will hear about the importance of taking a closer look at the real costs and benefits associated with overtime.
Dates: April 10
Dates: April 10
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
| Items 1 to 12 of 23 total | Show per page |