Call Center Workforce Management | ICMI
Empowering contact center excellence for 30 years!

The Workforce Management Boot Camp

Delivery Method



Symposium (Classroom)
In-person, multi-day training.

June 21-24


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Symposium (Classroom)
In-person, multi-day training.

November 15-18
San Diego


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Client Site Training
Bring this course to your facility.


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A comprehensive, four-day workshop that integrates all aspects of workforce management to give workforce management professionals the precise, start-to-finish skills that will improve accuracy and efficiency, increase employee and customer satisfaction, and consistently meet service levels.

ICMI’s Workforce Management Boot Camp is an unparalleled opportunity to learn an integrated approach to call center workforce planning based on the realities that managers and analysts face every day. This workshop not only teaches you proven techniques to improve forecasting and scheduling, but allows you to practice those techniques with input from expert instructors. You and your colleagues will work through realistic exercises to solve common forecasting, staffing and, scheduling challenges. You will leave with a laptop full of true-to-life examples. Plus, you'll receive comprehensive course materials to reference for many years to come.

Through this boot camp, you’ll supplement your on-the-job experience with formal training, learning how the best in the industry provide accurate forecasts and schedules that balance the needs of the organization and employees. You’ll focus on gaining a complete understanding of the theory and doing the practice work to:

  • Understand the basic WFM statistics
  • Examine a variety of forecasting models and determine what works best for you
  • Provide more value through reporting and data administration
  • Get the most out of Excel
  • Use forecasting, scheduling, and analysis tools to increase efficiency
  • Reduce the "chaos mentality" of real-time management and build a proactive real-time management plan
  • Create long-term staffing plans that account for the realities in your center
  • Identify how and when to reforecast

Most importantly, you’ll actually use and practice all of the key functions of the WFM process.

This intensive, exercise-based, team-oriented workshop is designed for practicing workforce directors, managers and supervisors who are familiar with or even working with WFM, and who want hands-on, expert training in WFM theory and practices.

What you will learn:
  • Supplement on-the-job experience with the formal training that will increase the efficiency and effectiveness of WFM planning efforts
  • Confidently create forecasts that are consistently accurate on an interval-by-interval basis
  • Create long-term staffing plans that account for the realities in your center
  • Implement a scheduling process that meets the needs of your customers, your business and your employees
  • Calculate accurate staffing requirements and present them in a way that gets the budget you need

Please note: For this intensive hands-on workshop, an intermediate understanding of Excel is required (click here for Excel prerequisites). ICMI requires you bring a laptop to this workshop; before the course you will receive a URL and password via email to download software and course materials. It is necessary that you install this software prior to the course.


Course Materials
  • Printable slide presentation
  • Industry articles
      • A Process for Reporting Call Center Activity
      • Beyond Forecasting and Scheduling: Five Features that Justify a WFM Investment
      • Call Center Scheduling: Practical Tips for Today's Environment
      • Forecast Accuracy: The Most Important Metric You're Not Measuring
      • Forecasting and Scheduling: Beyond the Basics
      • How to Staff for Text Chat
      • Implementing Workforce Management Software: Lessons Learned
      • Intelligent Workforce Management for Blended Environments
      • Maximizing the Value of Your Workforce Management Team
      • Measuring the Things That Matter
      • Real-Time Management...Without the Hangover
      • Service Delivery: How Fast is Fast Enough?
      • The Changing Face of Workforce Management
      • The Great Debate: Erlang C or Computer Simulation?
      • The Smaller the Center the Bigger the Problems
      • Understanding How Queues Behave

      Laptop Requirements
      • NT 4.0, 2000, XP or higher operating system
      • Microsoft Excel 2003, 2007, 2010, or 2011 (with all latest patches installed)
      • 6 MB free hard disk space
      • USB enabled
      Course Outline

      Module 1 What is WFM

      • The planning and management process
      • WFM maturity assessment
      • Workforce management team structure

      Module 2 Statistics and Excel

      • Excel - a key tool for WFM
      • Weighted Average
      • Standard deviation: measuring and controlling variation
      • Correlation
      • Pivot tables
      • Advanced formulas
      • Advanced statistics that will help you do your job
      • Samples versus population data

      Module 3 Forecasting

      • Cleaning the data
      • Statistical methods including:
        • Historical models
        • Driver based
        • Event models
        • Judgment based forecasting
        • Comparing forecast performance with regression testing

        Module 4 Long Term Staffing

        • Value of a long term plan
        • Shrinkage/RSF
        • Vacation and holiday planning
        • Staff utilization
        • Staffing models

        Module 5 Weekly Staffing and Scheduling

        • Zero based staffing
        • Scheduling practices
        • Determining shifts
        • Determining FT/PT ratio

        Module 6 Real-Time Management

        • Proactive planning
        • Day before adjustments
        • Building a real time response plan
        • Adherence to schedule

        Module 7 Data Administration and Reporting

        • Reporting and data administration
        • Communicating the value of workforce management

        Do you currently hold your Supervisors and Agents accountable for AHT and if so, how?

        Both Supervisors & Agents are held to an Average Handle Time target
        Both Supervisors & Agents are held to separate Talk Time and After Call Work targets
        Both Supervisors & Agents are held to just a Talk Time target
        Both Supervisors & Agents are held to just an After Call Work target
        Only Supervisors hold a target for AHT or separate Talk & After Call targets and it does not appear on the Agents scorecard
        Neither Supervisors or Agents are held to either AHT or separate Talk & After Call targets
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