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 is the process of getting the “just right” number of staff in place every hour to maximize service and minimize cost and it's one of the most important planning and management functions in the call center.
In this session, you’ll learn the implications of getting the numbers wrong, as well as the step-by-step process of effectively forecasting calls, calculating staff requirements, creating staff schedules, and tracking daily service and performance. You’ll hear about the critical tradeoffs between staffing, service, and cost and how each of these tradeoffs affects the final staff count.
Attendees will also learn the impact that each and every person can make in terms of achieving service goals for the day. NOTE: This course is an excellent stand-alone course for those not heavily involved in WFM or can serve as a foundation overview course for those students planning to take the full WFM curriculum.
Module 1 - Defining the Challenge of Workforce Management
Module 2 - Fundamental Steps of Workforce Management
Module 3 - Workforce Management Roles and Responsibilities
Students will learn to:
- Define workforce management and its implications on cost and service.
- Describe why call center staffing is such a unique kind of problem.
- Outline the step-by-step process of forecasting calls, calculating staff, and creating workforce schedules.
- Identify the impact that every single individual has on meeting service goals and balancing workload.
Price: $150 (Single-user, 30-day license)
