Introduction to Workforce Management: An Overview of the Workforce Management Process (Web Seminar):
This 90-minute web seminar 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. 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.
Seminar attendees will learn to:
- Define workforce management and its implications on cost and service.
- Describe why call center staffing is such a unique kind of problems
- 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: $300
An unlimited number of students may attend via a single web/audio connection. Additional connections for the same seminar are available for $150 for each additional connection.
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.
