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
  • Engaging self-paced e-learning

Program description

This program teaches established techniques for improving your overall communication skills as a Workforce Manager. Learn how to confidently deliver information, and manage conflicts in a heated situation.

Who should take this?

  • New hires for the workforce management department
  • Workforce managers that want to improve their communication skills


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 9 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 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.
  • 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

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