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.

This program is aimed at aspiring workforce management team members and anyone interested in the process of... Read more

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Certification 1 course 1 h 16 min

The following courses are included:

  1. 1. Introduction to Workforce Management
  2. Certification

1. Introduction to Workforce Management

Overview of the challenges and steps of the workforce management process

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.
1. Introduction to Workforce Management
  • 6 modules
  • 47 min

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