Program: Workforce Management

10. Communications for Workforce Management Professionals
Interacting Effectively With Agents, Supervisors, and Management

Communications for Workforce Management Professionals Interacting Effectively With Agents, Supervisors, and Management 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.
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6 modules 46 mins