This interactive e-learning course identifies the sources of WFM planning data, outlines the process of data validation and adjustment, and describes how to incorporate business drivers into the planning process. It also describes the data collection considerations crucial to the overall workforce management and planning process.
The most critical step in the workforce management process is the first one: data collection and analysis. The best predictor of future call workload is past data, so gathering the right data is critical to the workforce management process.
This e-learning teaches where to look for data and how to scrutinize the data to make sure it’s appropriate to feed into the forecasting process. It also reviews mathematical techniques for analyzing data and making needed adjustments. The role of business drivers and how to incorporate them into the planning process will also be discussed.
Students will learn to:
The WFM - Forecasting program is designed by call center experts to provide a practical and engaging learning experience. Start today.