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

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.
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: $300

An unlimited number of students may attend via a single web/audio connection. Additional connections for the same seminar are available for $150 for each additional connection.

This web seminar will be recorded and retained by The Call Center School, LLC. Your attendance constitutes permission for the recording of your voice and comments and The Call Center School’s right to use, distribute, and copy the recording, in whole or in part, in any form or media.
09/14/2012 10:00 AM

*Web seminar times are posted as Central Time.

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