The Workforce Management Boot Camp

A comprehensive, four-day workshop that integrates all aspects of workforce management to give work force management professionals the precise, start-to-finish skills that will improve accuracy, 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 the key functions of the WFM process. So bring your laptop and gain four days of hands-on experience improving forecasts, calculating staffing resources, and enhancing existing scheduling approaches.

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 practice to:

• 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.

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
• Handouts

Laptop Requirements

• NT 4.0, 2000, XP or higher operating system
• Microsoft Excel 2000, 2002, 2003, or 2007 (with all latest patches installed)
• 6 MB free hard disk space
• USB enabled

Course Length

This course is delivered over four days in a classroom setting.

ICMI recommends you bring a laptop to this workshop; you will receive a USB thumb drive and we ask that the software be downloaded before the start of the course.

Cancellation Policy

Please take a moment to read the cancellation policy.