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.
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.
Best practices in forecasting workloads. Learn how to apply the ‘Time Series Analysis’ technique, analyze pattern trends, and discover some clever forecasting shortcuts.
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.
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.
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.
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.
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.
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.
Established techniques for improving your overall communication skills. Learn how to confidently deliver information, and manage conflicts in a heated situation.