Workforce Management - 5-Course Core Program (web seminars):

This 5-course 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.

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

Join The Call Center School for these seminars designed to provide the essential knowledge and skills for workforce planning and 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.

Package Price: $1300 for 5 seminars
(a $200 savings from single seminar price)

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