Program: Introduction to WFM
This program is aimed at aspiring planners and anyone with an interest in the workings of WFM in contact centers. Participants get an overview of the challenges and basic process steps of workforce management in a contact center. In addition, this program will teach communication skills for workforce managers to improve their internal relations.
Introduction to WFM includes the following courses:
1. Introduction to Workforce Management
An Overview of the Workforce Management Process
Excellent overview of Workforce Management fundamentals. Using realistic scenarios, this course outlines how performance impacts operations, the process of forecasting calls, calculating staff requirements, scheduling staff, and tracking service.
Mastery Certification: Introduction to WFM
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.
The Introduction to WFM program is designed by call center experts to provide a practical and engaging learning experience. Start today.