WFM - Expert Communication Skills

Communication is the key asset to get everybody aligned and gain understanding of the workforce management process. This course will improve your ability to communicate as a workforce management professional.

  • WFM
  • 35 min

What Learners will learn

  • Explain the workforce management process and its value to the organization
  • Describe the different ways in which a message can be interpreted
  • Identify the right language and apply techniques to communicate effectively
  • Execute the three steps to arrive at a conflict resolution
  • React to typical conflict situations in the contact center
  • Apply techniques to de-escalate a conflict

Who should take this?

  • Anyone involved in workforce management
  • Newly hired workforce managers (as part of onboarding)
  • Employees seeking to expand their area of responsibilities

Course Outline

  • The Importance of WFM-Related Communication
  • Communicating the Impact of Adherence
  • Adapting Your Communication Style
  • Conflict Management
  • Final Exam


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

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