WFM - Introduction

  • Covers the details of the 5 workforce management steps
  • Excellent for anybody with an interest in workforce management
  • Creates internal alignment across teams on the importance of workforce management
  • Created by a team of industry veterans and e-learning professionals

In this course you will learn the details of each step of the workforce management process and realize the importance of WFM in the contact center. You will obtain insight into the challenges of workforce management and see how workforce management teams are organized in contact centers. This course is ideal to create internal alignment and a common understanding of the importance of workforce management.

Who should take this?

  • Anyone with a stake in the workforce management process
  • New hires in the workforce management department
  • Anyone who is interested in an overview of workforce management


Self-paced e-learning containing an engaging mix of video, narratives, scenarios, and self-assessments.

A certificate is provided if the mastery exam is passed successfully.

Time to complete

  • 6 months from starting the first module
  • Course contains 1 h 15 min of content
  • The course will remain available for the entire 6 months, even after completion

The following units are included

1. Introduction to Workforce Management

Overview of the challenges and steps of the workforce management process

Introduction to Workforce Management

Running a successful contact center means managing by the numbers, and without doubt the most important number is the number of staff in place to respond to customer contacts. Over two-thirds of contact center operating costs are related to personnel, so getting the right number of staff in place is critical in terms of both maximizing service and minimizing cost.

In this interactive e-learning unit you’ll learn the challenges of workforce management (WFM), gain an understanding of the WFM process, and become familiar with the various WFM roles and responsibilities within a contact center.

This unit can function as an excellent stand-alone overview for those not heavily involved in WFM or it can serve as an introduction to the other process-specific courses in the WFM curriculum.

Upon completing this unit, you will be able to:

  • Define workforce management and describe the importance of workforce management in contact centers.
  • Identify the main steps of the workforce management cycle.
  • Describe what makes contact center workforce management such a unique staffing challenge.
  • Outline the step-by-step process of forecasting calls, calculating staffing requirements, and creating staff schedules.
  • Summarize strategies essential for intraday management.
  • Describe how workforce management departments can be organized in large, medium, and small contact centers.
  • Explain the roles and responsibilities of the main workforce management stakeholders in a contact center.
  • 6 modules
  • 47 min

Included modules and learning aims:

  1. Introduction to Workforce Management 04 min

    • Explain what the term workforce management means
    • Describe the importance of workforce management for contact centers
    • Identify the main steps of the workforce management cycle
  2. The Challenges of Contact Center Workforce Management 13 min

    • Explain the importance of maintaining service levels for customers
    • Describe the challenges that a contact center queue causes
    • Explain why randomly incoming customer service requests can make contact center staffing a unique challenge
    • Describe the differences between random and sequential workload
  3. Forecasting 08 min

    • Explain how and why historical data on call volume is collected and analyzed
    • Identify common factors that influence contact arrival patterns
  4. Scheduling 08 min

    • Describe the impact staffing requirements can have on service goals
    • Explain the steps involved when calculating staffing requirements
    • Summarize the most common factors that influence staffing schedules
  5. Intraday Management 08 min

    • Explain what is meant by the term intraday management
    • Identify key measures that indicate if the predicted forecast is effective
    • Summarize the strategies that are essential for intraday management
  6. WFM Operational Structures and Stakeholder Interests 07 min

    • Describe how WFM departments can be organized in large, medium, and small contact centers
    • Explain the roles and responsibilities of the main WFM stakeholders who support the WFM process
    • Summarize the operational interests of the main WFM stakeholders in a contact center

Mastery Certification: WFM - Introduction

After finishing all the content of the course, participants are eligible to take the mastery certification exam. A designation of Mastery Certification from The Call Center School validates and recognizes the learning achievements gained through the course.

Participants who successfully pass the mastery certification can download their certificate and share it directly via social media.

29 questions 29 min

Mastery Certification: WFM - Introduction

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The WFM - Introduction course is designed by call center experts to provide a practical and engaging learning experience. Start today.