WFM Design Dilemmas: Optimizing Staffing in Evolving Contact Center Scenarios (Web Seminar):

This 90-minute web seminar 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.

Dates: March 2, June 29, November 2

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: $300.00

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.
06/29/2012 10:00 AM
11/02/2012 10:00 AM

*Web seminar times are posted as Central Time.

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