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Workforce Management {:one=>"Program", :other=>"Programs"}
Workforce Management {:one=>"Program", :other=>"Programs"}

Workforce Management

As over two-thirds of call center operating costs are related to personnel, getting the right number of staff in place is critical, in terms of both service and cost. Workforce Management is one of our primary fields of expertise, and our training courses have assisted hundreds of companies to improve their staffing and scheduling efficiencies.


Students who complete the program become eligible to test for mastery. The mastery exam will be an online, open-book exam, so we encourage our students to take good notes.


11 hrs 10 Courses 67 Modules Interactive
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.


68 min 8 Modules Interactive
The Call Center School Course: Introduction to Workforce Management
The Call Center School Course: Introduction to Workforce Management

2

Data Collection and Analysis
Getting Off to the Right Start

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:


  • Identify the sources of call center planning data.
  • Describe the impact of call routing and button usage on input data.
  • Identify data aberrations and how to adjust for them.
  • Outline business drivers most pertinent to the planning process.


80 min 6 Modules Interactive
The Call Center School Course: Data Collection and Analysis
The Call Center School Course: Data Collection and Analysis

3

Forecasting Fundamentals
Proven Practices for Predicting Call Workload

This interactive e-learning course outlines the most common forecasting approaches used by call centers, and outlines the forecasting steps for developing a monthly, daily, and half-hourly forecast. It teaches how to apply time-series analysis to create a future forecast using historical data.


While forecasting approaches range from simple gut feel to complex mathematical modeling, there are several that every call center manager should know about. This course reviews the most popular techniques used for forecasting and the advantages and risks of each.


Learn about the step-by-step approach used by most call centers called time-series analysis, including a case study and an exercise to complete after the class.


Students will learn to:


  • Outline the different approaches used by call centers today and which is most widely used.
  • Outline the step-by-step process of time-series analysis.
  • Calculate trend rates, seasonal patterns, and day-of-week/time-of-day factors.
  • Identify some popular forecasting shortcuts and when to use them.


73 min 7 Modules Interactive
The Call Center School Course: Forecasting Fundamentals
The Call Center School Course: Forecasting Fundamentals

4

Calculating Call Center Staff
The Math of Call Center Staffing Tradeoffs

This interactive e-learning course describes the process for defining service goals in the call center, calculating call center staff requirements, and analyzing staffing/cost/service tradeoffs. It teaches how to calculate the optimal number of call center staff to maximize service while minimizing cost to make the most of call center resources.


Getting the “just right” number of people in place at the right times to handle the contacts – it’s every call center manager’s dream. However, figuring out the right staffing mix to maximize service to customers, while minimizing cost, can sometimes be a nightmare.


This course outlines the step-by-step approach to call center staffing. Students will learn about setting service goals and how to use Erlang techniques to determine the right number of bodies in chairs. It will also be discussed the most critical staffing tradeoffs, such as cost versus service concerns, the effect on service of plus/minus one person, the impact of large groups and economies of scale, and effects of staff occupancy.


Students will learn to:


  • Identify factors in setting service level goals and what factors contribute to speed of answer questions.
  • Use Erlang calculations to pinpoint staffing needs.
  • Identify service and cost tradeoffs and ways to improve service without adding staff.
  • Describe the most common mistake call centers make in determining staff numbers.
  • Identify ways to incorporate multi-media contacts into the staff planning process.


70 min 6 Modules Interactive
The Call Center School Course: Calculating Call Center Staff
The Call Center School Course: Calculating Call Center Staff

5

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.


88 min 7 Modules Interactive
The Call Center School Course: Scheduling Principles and Problems
The Call Center School Course: Scheduling Principles and Problems

6

Managing Daily Service Levels
An Intra-Day Guide to Managing Staff and Service

This interactive e-learning course outlines the process of tracking service on an intra-day basis in the call center, defines a wide range of staffing and technology reaction strategies, and outlines practical strategies for managing the schedule exception process. The course describes the essentials of managing staffing levels to maximize service while minimizing cost and staffing disruptions.


Everything is in place. You’ve forecasted workload according to best practices and created a staffing plan and set of schedules to efficiently match the workforce to the workload. But you know what they say about the best-laid plans. It’s critical to track how well the plan is working every single half-hour of every single day to ensure service goals are being met and employees are being utilized effectively.


This course will outline the process of tracking performance within the day and provide overstaffing and understaffing reaction strategies should the plan go awry.


Students will learn to:


  • Identify the components and the process used to track daily performance.
  • Outline the steps of developing a communications plan should changes in staffing be required.
  • Identify reaction strategies from both a staffing and technology perspective.
  • Outline the many types of intra-day activities that affect staff availability and how to track them.
  • Identify the most critical measures of intra-day performance and when to use each one.


67 min 7 Modules Interactive
The Call Center School Course: Managing Daily Service Levels
The Call Center School Course: Managing Daily Service Levels

7

Attendance and Adherence
Keeping Bodies in Seats

This interactive e-learning course is designed to help call centers manage attendance and schedule adherence. It teaches how to define and quantify schedule adherence, communicate the power of one to all call center staff, and how to shape desired attendance and adherence behaviors through proper education and reinforcement.


One of the toughest jobs related to workforce management may not be the intricate calculations of forecasting nor the numerous iterations of coming up with the best schedule mix. The hardest part may come after the schedules are in place - simply ensuring there are frontline staff available when and where you need them to be.


Some call centers are much more successful than others at this attendance and adherence dilemma. So how do you get staff to show up for work on Mondays and stick to their planned break times? This course will share proven practices on attendance and adherence that have resulted in increased availability.


Students will learn to:


  • Quantify the cost and service implications of missing staff.
  • Identify ways to communicate and educate staff on the “power of one” in call center staffing.
  • Describe options for setting adherence performance goals and selling them to the staff.
  • Identify reward and consequence programs that support adherence goals.


61 min 7 Modules Interactive
The Call Center School Course: Attendance and Adherence
The Call Center School Course: Attendance and Adherence

8

Advanced Forecasting Techniques
Fine-Tuning Workload Predictions

This interactive e-learning course supports workforce planners in developing advanced call forecasting skills. It teaches how to measure forecast accuracy, outline different forecasting techniques and approaches that can fine-tune call center workload predictions, and apply techniques such as using correlation coefficients in the forecasting process.


Without an accurate forecast of workload and staff requirements, the scheduling process will be inefficient. This course will explore various approaches to help fine-tune your tactical call forecasting process.


Whether you’re forecasting by spreadsheets or with workforce management software, you’ll learn how to improve the accuracy of your daily and half-hourly forecasts through techniques like regression analysis and use of correlation coefficients.


Students will learn to:


  • Calculate forecast accuracy by various methods.
  • Outline additional components of time series analysis beyond trend and seasonality.
  • Identify predictable cycles in call center workload.
  • Apply correlation coefficient techniques to fine-tune forecasts.


63 min 7 Modules Interactive
The Call Center School Course: Advanced Forecasting Techniques
The Call Center School Course: Advanced Forecasting Techniques

9

Skill Based Routing
Balancing Customer, Agent, and Center Needs

This interactive e-learning course provides best practices for designing a skill-based routing (SBR) system in both a traditional and multi-channel contact center environment while incorporating SBR into the forecasting and skill-based scheduling process. Students will apply and practice SBR design concepts through case study applications.


This course provides a map to guide you through a process of applying SBR fundamentals to both a traditional and multi-channel environment. It will help you determine and assign priorities in order to manage service differences that make the most sense in your center. The course also focuses on the changes that will be needed in the Workforce Management operation.


The first step in any effective WFM process is to obtain accurate historical data, so the ACD and router setup to support this is critical. Agent and caller priorities can be useful but can create significant challenges in the planning and intraday management of the operation. Matching the WFM processes to the SBR design will go a long way toward achieving the efficiencies and effectiveness that SBR promises.


Students will learn to:


  • Outline the benefits and challenges of designing an effective SBR plan.
  • Describe the most critical first step in the SBR process and alternatives for achieving it.
  • Describe the challenges of achieving forecasting accuracy and tips for better data collection.
  • Identify the process of scheduling agents to match SBR configuration demands.
  • Describe the challenges of intra-day management of SBR and how to overcome them.
  • Describe design concepts for progressive agent training and varied agent skill situations.
  • Analyze sample case problems for design implications.


56 min 6 Modules Interactive
The Call Center School Course: Skill Based Routing
The Call Center School Course: Skill Based Routing

10

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.


46 min 6 Modules Interactive
The Call Center School Course: Communications for Workforce Management Professionals
The Call Center School Course: Communications for Workforce Management Professionals