Program: Workforce Management

1. Introduction to Workforce Management
An Overview of the Workforce Management Process

This interactive e-learning course describes the challenges of WFM, outlines the steps in the WFM process, and reviews various WFM roles and responsibilities in the call center. It provides an excellent overview of workforce management for anyone in the call center and serves as an introduction to the other courses in the WFM program.

Workforce management is the process of getting the “just right” number of staff in place every hour to maximize service and minimize cost and it’s one of the most important planning and management functions in the call center.

This course outlines the implications of getting the numbers wrong, as well as the step-by-step process of effectively forecasting calls, calculating staff requirements, creating staff schedules, and tracking daily service and performance. It shows the critical tradeoffs between staffing, service, and cost and how each of these tradeoffs affects the final staff count. Learn also the impact that each and every person can make in terms of achieving service goals for the day.

NOTE: This course is an excellent stand-alone course for those not heavily involved in WFM or can serve as a foundation overview course for those students planning to take the full WFM curriculum.

Students will learn to:

  • Define workforce management and its implications on cost and service.
  • Describe why call center staffing is such a unique kind of problem.
  • Outline the step-by-step process of forecasting calls, calculating staff, and creating workforce schedules.
  • Identify the impact that every single individual has on meeting service goals and balancing workload.
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8 modules 68 mins