Description
Call Center Workforce Management Course
BenchmarkPortal’s contact center training Workforce Management workshop covers the entire process – from the gathering of data to how to forecast, schedule and estimate your budget. We include lessons that benefit attendees from any size organization, large and small.
Participants will learn:
- What processes make up the foundation of an effective call center Workforce Management practice
- Components of a realistic WFM Strategy
- Terminology used in WFM
- How to gather the right data at the right time to optimize call center scheduling and staffing
- Learn about the different phases of forecasting, planning, optimizing and analyzing
- What must be done right during the Planning phase and its requirements
- What are the Key factors impacting Forecasts & Schedules
- Build your own Utilization calculator
- Calculate your own Shrinkage
- Options for building staff plans that meet budgeting and scheduling needs
- Creating an effective daily schedule
- Top Trends in WFM
- A change management approach that helps overcome the “Big Brother” syndrome too often associated with Workforce Management
Curriculum:
- Gathering Information – The foundation for all workforce management practices
- Forecasting – Setting the framework for contact center success
- Planning – Matching supply to demand
- Optimizing Performance – Real-time adjustments to the plan, forecast and data
- Analysis – Reviewing the outcomes to determine improvements to the next forecast and plan
- Change Management – Preparing leaders to lead workforce management change
For 1-20 Licenses, Click The Add to Cart Button Above.
For Group Discounted Pricing (21 – 400+ Licenses):
Call: 1-800-214-8929 Ext. 1
*Please note access and licenses will not be distributed until final payment is received.
Some Past Attendees
| American Family Insurance | Desjardins Cards Services | Delta Dental of California |
| State of North Carolina | Hewlett Packard | Columbia Sportswear |
| Redbox | Sirius XM | Egis Projects Canada |
| IBM | State of Georgia | Pitney Bowes |
| Bright Horizons | Safe Auto | State of Michigan |
| Booz Allen Hamilton | McKesson | Bank of America |
| Sierra Health | Boeing | Medtronic |
| Verizon | John Deere | AT&T |
| Perrier | Urban Outfitters | Nestle |
| Chicos FAS Inc | Edfinancial | Cisco |
| AAA Clubs | Harris Bank | Nationwide |
| Hilton | Fujitsu | Cablevision |
| Choice Hotels | Ride UTA | GAF |
| University of Michigan | Hyatt | Mazda |
| 3M | PLATO Learning | TD Ameritrade |
| Principal Financial Group | Williamson-Dickie Mfg. Co. | Georgia Perimeter College |
| Veterans Administration Health Resource Center | National Government Services/WellPoint | Egis Projects Canada Inc. |
| Atlantis Resort & Casino | George Mason University | Employees Retirement System of TX |
| KPMG | Citizens Energy Group | Emaratech |
| Capital Market Authority, CMA | Nutri-Health Supplements | Oxford Properties Group |
| Gift Certificates.com | Royal Credit Union | SXC Health Solutions |
| BroadStar | Albridge Solutions | RCI |
| Verifone | Metro Credit Union | VistaPrint |
| Forethought Life Insurance Company | Indianapolis Power & Light | Viracor-IBT Laboratories |
| Dayton Power & Light | Motion Picture & Television Fund | Department of Treasury |
| Groupon | Cigna | Roche |
| NorthWestern Mutual | Smith Haynes & Watson | United Healthcare |
| Herbalife | United States Coast Guard | Security Assistance Corporation |
| Symcor | Portico Benefits | NIPSCO |
