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.

Learn to optimize your staffing resources with this comprehensive set of resource planning seminars: (3 modules per course)

Course 1: Data Collection and Analysis:
Course 2: Forecasting Fundamentals
Course 3: Calculating Call Center Staff
Course 4: Scheduling Principles and Problems
Course 5: Managing Daily Service
Course 6: Introduction to Workforce Management
Course 7: Attendance and Adherence
Course 8: Advanced Forecasting Techniques
Course 9: WFM Design Dilemmas
Course 10: Skill-Based Routing Design
Course 11: Skill-Based Routing WFM Challenges
Course12: Communications for Workforce Management Professionals

Students will learn to:
- Review data sources for the WFM process.
- Forecast monthly, daily, and hourly workload.
- Calculate staffing requirements to meet service goals.
- Create schedules to match workforce to workload.
- Manage daily staffing and service levels.
- Identify strengths and weaknesses in current WFM processes.
- Optimize skill-based routing designs.
- Match workforce to make the most of SBR design.
- Identify strategies for managing daily attendance and adherence.
- Communicate the value and importance of WFM throughout the organization

Price: $1,200 (Single-user, 30-day licenses)

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