WFM Design Dilemmas: Optimizing Staffing in Evolving Contact Center Scenarios (e-Learning):
This self-paced, 3-module e-Learning program outlines some of today's most challenging WFM problems. Learn how to analyze back-office, web, and email design problems to make the most of call center personnel resources.
Today's WFM team is faced with a number of challenges that go well beyond the standard forecasting, scheduling and real-time management tasks. More and more centers are handling non-phone work such as emails, web chats and other communications. In addition, WFM processes are being applied outside of the contact areas typically referred to as "back-office" operations. This session delves into some of the more common issues to consider that will effectively address these challenges for single-site, multiple-site, and consolidated contact center operations.
Seminar attendees will learn to:
- Distinguish between random and sequential workload and the staffing implications of each.
- Describe the WFM processes that apply to sequential work.
- Outline the WFM implications of backlogs and multi-tasking.
- Identify the best application of shrinkage assumptions versus scheduling for non-call tasks.
- Describe the data needed and potential sources for WFM planning in back-office operations.
- Understand the WFM analysis processes to be applied to consolidation studies.
Price: $150.00 (Single-user, 30-day license)
