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Program: WFM - Communications for WFM Professionals

  • Provides techniques for improving communications with agents, supervisors, and management about the WFM process
  • Conveys conflict management strategies for more effective interactions with all levels of call center professionals
  • Excellent for both onboarding and ongoing training
  • Created by a team of industry veterans and e-learning professionals
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Program description

This program teaches established techniques for improving your communication skills as a workforce management professional. You will learn how to confidently deliver information, educate others about the WFM process, interact with all levels of contact center professionals, and manage conflict when necessary.

The program WFM - Communications for WFM Professionals is also included in the bundle Call Center Staffing.

Who should take this?

  • New hires in the workforce management department
  • Workforce management professionals that want to improve their communication skills

Format

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 15 min of content
  • The program will remain available for the entire 6 months, even after completion

The following courses are included

1. Communications for Workforce Management Professionals

Interacting Effectively With Agents, Supervisors, and Management

Communications for Workforce Management Professionals

This course will help you improve communication, build stronger relationships and educate others about the WFM process and its value to your organization. You’ll learn the principles of effective communication, what motivates different generations and acquire conflict management strategies to help you more effectively interact with all levels of contact center professionals. You’ll also 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.

Upon completion of this course, you will be able 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.
  • Execute conflict management strategies to improve WFM relationships with other groups.
  • 5 modules
  • 41 min

Included modules and learning aims:

  1. Introduction 04 min

    • Communicate the value and importance of WFM throughout the organization
    • Define the basic steps of the WFM process
    • Outline the content of the course that follows
  2. Communicating Adherence 10 min

    • Learn how adherence affects the call center operation
    • How to educate others about the supervisors’ role in the WFM process
  3. Adapting Your Communication Style 06 min

    • Learn the principles of effective communication
    • Learn to identify the three elements in face-to-face communication
  4. Generation Communication 11 min

    • Learn how to tailor your WFM message to the unique styles of four generations
    • What motivates the four generations
  5. Conflict Management Strategies 07 min

    • Learn the basics of conflict management
    • Meet strategies to improve relationships with frontline agents and supervisors

Mastery Certification: WFM - Communications for WFM Professionals

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.

28 questions 28 min

Mastery Certification: WFM - Communications for WFM Professionals

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Pricing options for WFM - Communications for WFM Professionals

We offer bulk discounts for orders containing 5 or more seats for a program or bundle. Check our pricing options for WFM - Communications for WFM Professionals below. If you apply for bulk pricing, please contact us to place your order.

1 - 4
$49.00 per seat
 
5 - 14
$41.65 per seat
15% off
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15 - 29
$34.30 per seat
30% off
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30 - 59
$29.40 per seat
40% off
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60 - 99
$24.50 per seat
50% off
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Ordering for 100 or more learners?

We offer custom discounts for larger orders. Please get in touch with us for a quote.

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