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