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.

This program is aimed at aspiring planners and anyone with an interest in the workings of WFM... Read more

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Certification 2 courses 2 h 17 min

$99per user

2. Communications for Workforce Management Professionals

Interacting Effectively With Agents, Supervisors, and Management

Communications for Workforce Management Professionals Interacting Effectively With Agents, Supervisors, and Management This interactive e-learning course provides an overview of techniques for improving communications skills with Agents, Supervisors, and Management about the Workforce Management process and its importance to the organization.

This course is all about ways to improve your communications, build stronger relationships and educate others about the WFM process and its value to the organization. Learn about four types of communication styles, how to identify your style and ways to adjust your communication to those who tend toward a different style. Hear about conflict management strategies to help you more effectively interact with all levels of call center professionals.

Students will learn to:

  • Communicate the value and importance of WFM throughout the organization.
  • Outline the steps of the WFM process in easy-to-understand language.
  • Educate others about their role in the WFM process.
  • Identify communications styles and techniques to maximize interactions.
  • Describe conflict management strategies to improve WFM relationships with other groups.
2. Communications for Workforce Management Professionals
  • 6 modules
  • 46 min

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