Data Collection and Analysis: Getting Off to the Right Start (e-Learning):

This self-paced, 3-module e-Learning program 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.

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.

Module 1 - Sources of Workforce Management Planning Data
Module 2 - Data Validation and Adjustments
Module 3 - Incorporating Business Drivers
Students 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.

Price: $150 (Single-user, 30-day license)

The Call Center School
568 Grant Highway
Lebanon, TN 37090
phone: 615-812-8400
fax: 866-452-2122