Workforce Management - 12 Seminar Full Track (web seminars):

This 12-seminar package includes all the topics in the The Call Center School's Workforce Management curriculum. Topics include 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.

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
Course 12: Communications for Workforce Management Professionals


Join The Call Center School for these practical, how-to seminars designed to fine-tune the communications skills of call center staff.
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: $3,000 for 12 seminars

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.

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