This program provides the necessary specialized knowledge on how to calculate staff requirements, including shrinkage, and how to analyze cost/service tradeoffs. Participants will also learn how to create custom work schedules based on previously calculated staffing requirements, to ensure the contact center reaches its service level goals.

This program provides the necessary specialized knowledge on how to calculate staff requirements, including shrinkage, and how... Read more

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Certification 2 courses 3 h 8 min

$249per user

2. Scheduling Principles and Problems

Solutions to Scheduling Challenges

This interactive e-learning course provides a comprehensive look at scheduling calculations and challenges, outlines all the necessary definitions and decisions associated with call center scheduling, and discusses scheduling best practices in today’s call center. The course teaches effective scheduling techniques to match up the call center workforce to the incoming call workload.

Have you managed to arrive at the delicate balance between efficient schedules and staff preferences? Don’t worry - you’re not alone! It’s the age-old problem that workforce planners and call center managers continue to struggle with week in and week out. And just when you’ve got it figured out, throw in skill-based scheduling, extended hours of operation, or the need to cover emails and web chats in addition to calls.

This e-learning outlines the most common scheduling problems call centers face and will provide some traditional solutions as well as some creative new ones to help with your scheduling dilemma.

Students will learn to:

  • Describe schedule efficiency versus acceptability conflicts.
  • Identify the ten most common scheduling problems call centers face today.
  • Describe options that have worked for other call centers in solving scheduling problems.
  • Examine schedule horizon tradeoffs.
  • Identify long-term scheduling strategies and real-time reactions to meet service goals.
  • Describe the latest WFM software capabilities for solving scheduling problems.
2. Scheduling Principles and Problems
  • 7 modules
  • 88 min

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