The Call Center School Logo The Call Center School Logo

Workforce Management

Workforce Management

1

1.
Introduction to Workforce Management

An Overview of the Workforce Management Process

The Call Center School Course: Introduction to Workforce Management
The Call Center School Course: Introduction to Workforce Management

Excellent overview of Workforce Management fundamentals. Using realistic scenarios, this course outlines how performance impacts operations, the process of forecasting calls, calculating staff requirements, scheduling staff, and tracking service.



68 min 8 Modules Interactive

2

2.
Data Collection and Analysis

Getting Off to the Right Start

The Call Center School Course: Data Collection and Analysis
The Call Center School Course: Data Collection and Analysis

Gathering relevant data is key to efficient workload planning. This course dives into the data collection process, data validation, handling deviations and how to incorporate key business drivers into your planning process.



80 min 6 Modules Interactive

3

3.
Forecasting Fundamentals

Proven Practices for Predicting Call Workload

The Call Center School Course: Forecasting Fundamentals
The Call Center School Course: Forecasting Fundamentals

Best practices in forecasting workloads. Learn how to apply the ‘Time Series Analysis’ technique, analyze pattern trends, and discover some clever forecasting shortcuts.



73 min 7 Modules Interactive

4

4.
Calculating Call Center Staff

The Math of Call Center Staffing Tradeoffs

The Call Center School Course: Calculating Call Center Staff
The Call Center School Course: Calculating Call Center Staff

Discover practical techniques you can use to calculate the optimal number of agents required to meet workloads whilst minimizing cost. Outlines the impact of making “staff versus service” trade off decisions.



70 min 6 Modules Interactive

5

5.
Scheduling Principles and Problems

Solutions to Scheduling Challenges

The Call Center School Course: Scheduling Principles and Problems
The Call Center School Course: Scheduling Principles and Problems

A comprehensive insight into scheduling calculations and the most common scheduling problems centers face. Provides traditional solutions and creative alternatives to help facilitate scheduling headaches.



88 min 7 Modules Interactive

6

6.
Managing Daily Service Levels

An Intra-Day Guide to Managing Staff and Service

The Call Center School Course: Managing Daily Service Levels
The Call Center School Course: Managing Daily Service Levels

Outlines the process of managing agents and services at an intra-day level. Practical guidelines to help you respond to unexpected staffing situations and keep costs to a minimum, while maintaining service levels.



67 min 7 Modules Interactive

7

7.
Attendance and Adherence

Keeping Bodies in Seats

The Call Center School Course: Attendance and Adherence
The Call Center School Course: Attendance and Adherence

Simple yet effective strategies to facilitate attendance management and ensuring schedule adherence. Demonstrates how to communicate the significance of The Power of One to contact center staff.



61 min 7 Modules Interactive

8

8.
Advanced Forecasting Techniques

Fine-Tuning Workload Predictions

The Call Center School Course: Advanced Forecasting Techniques
The Call Center School Course: Advanced Forecasting Techniques

Discover established techniques that can help improve your workload forecasting process. Learn how to apply Advanced Forecasting Techniques such as regression analysis and the use of correlation coefficients.



63 min 7 Modules Interactive

9

9.
Skill Based Routing

Balancing Customer, Agent, and Center Needs

The Call Center School Course: Skill Based Routing
The Call Center School Course: Skill Based Routing

Best practises for designed an effective Skill-Based Routing (SBR) system in both traditional and multi-channel environments, while incorporating SBR into the forecasting and scheduling process.



56 min 6 Modules Interactive

10

10.
Communications for Workforce Management Professionals

Interacting Effectively With Agents, Supervisors, and Management

The Call Center School Course: Communications for Workforce Management Professionals
The Call Center School Course: Communications for Workforce Management Professionals

Established techniques for improving your overall communication skills. Learn how to confidently deliver information, and manage conflicts in a heated situation.



46 min 6 Modules Interactive