Program: WFM - Introduction

  • Covers the entire workforce management process
  • Excellent for anybody with an interest in workforce management
  • Can be used for both onboarding and ongoing training
  • Engaging self-paced e-learning

Program description

This program is aimed at aspiring workforce management team members and anyone interested in the process of workforce management in contact centers. Participants receive an overview of the challenges and process steps of workforce management and how workforce management teams are organized in contact centers.

Who should take this?

  • Anyone with a stake in the workforce management process
  • New hires for 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
  • Program contains 1 h 16 min of content
  • The program will remain available for the entire 6 months, even after completion

The following courses are included

1. Introduction to Workforce Management

Overview of the challenges and steps of the workforce management process

Introduction to Workforce Management

Workforce management is one of the most important planning and management functions in the call center. It is the process of getting just the right number of staff in place to maximize service and minimize cost.

This interactive e-learning course describes the challenges of workforce management (WFM), outlines the steps in the WFM process, and reviews various WFM roles and responsibilities in the call center. It provides an excellent overview of workforce management for anyone in the contact center and serves as an introduction to the other process-specific programs in the WFM curriculum.

NOTE: This program is an excellent stand-alone solution for those not heavily involved in WFM or can serve as a foundation overview course for those planning to take the full WFM curriculum.

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 the 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 the courses of the program, 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 program.

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

The program is designed by call center experts to provide a practical and engaging learning experience. Start today.