Workforce Management - 5-Course Core Program (e-Learning):

This self-paced, 15-module e-Learning program provides the Core Curriculum of The Call Center School's Workforce Management training program. Topics include Data Collection/Analysis, Forecasting Fundamentals, Call Center Staffing, Scheduling Principles, and Managing Daily Service.

Learn to optimize your staffing resources with this core 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

Participate in this 5-course e-learning program and be eligible to test for Mastery Certification in Workforce Management.
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.

Take all five core WFM courses and test for Mastery Certification in Workforce Management.

Price: $600 (Single-user, 30-day licenses)



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