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Learn the science of scheduling and get a handle on the most effective ways to staff for your call center’s short term, mid-term and long term service level goals.
Accurate staffing and scheduling is the key to achieving the “right people at the right time” to meet service levels. Through ICMI’s Contact Center Staffing and Scheduling: Building a Long-Term Model virtual classroom course, you’ll get the in-depth information you need to create a staffing model that will increase efficiency and boost employee satisfaction.
This course gives you an in-depth tutorial in determining base staff requirements for service level transactions. We’ll cover every detail of how to use the Erlang C model and computer simulations, including the pros and cons of each type. ICMI’s experts will demonstrate the right ways to calculate staff, as well as the wrong ways in a manner that will allow you to take what you’ve learned and quickly implement it.
In ICMI’s Contact Center Staffing and Scheduling: Building a Long-Term Model virtual classroom course, you’ll explore how to determine your requirements for response time transactions using a variety of parameters including volume, average handle time and the response. Actual response time calculations and practice exercises will help you hone your skills and use what you’ve learned to achieve results within your organization.
Once you have mastered internal staffing, you’ll develop a long-term staffing model that gets you away from negotiating for more staff and eliminates the conflict and confusion associated with staffing and budgeting.
This course provides detailed instruction in:
- The best ways to staff for the short term, midterm and long term goals
- Determining base staff requirements for service level transactions
- Using Erlang C and computer simulation
- Determining base staff requirements for response time transactions
- FTE/Budgeting
- Building a staffing model
Who Should Attend?
- Managers
- Supervisors
- Analysts responsible for workforce management
Course Length and Delivery Method
This course is a live, virtual two-hour course. Purchasing this course on-demand will give you access to the recording (slide presentation with audio) and course materials for 30 days.
Course Materials
- Printable Slide Presentation
- Erlang C Calculation Definitions
- Troubleshooting Forecasting, Staffing and Schedules Checklist
- Industry Articles
- Expanded WFM Capabilities Close the Gap Between Present/Future Requirements
- Calculating Staff to Meet E-Contact Response Time Objectives
- The Science and Judgment behind FTE Budgets
Pricing
Pricing for live virtual classroom courses is for one computer and one telephone connection per session. An unlimited number of participants may attend through a single connection to WebEx.
Related Courses
Contact Center Staffing and Scheduling: Group Design and Other Considerations
Contact Center Staffing and Scheduling: Implementing Best Practices
Looking to network with other call center professionals, and see who else is attending this course? Check it out, and RSVP on our
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Cancellation Policy
Please take a moment to read the cancellation policy.
