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Post-Con 2: The Workforce Management Boot Camp
June 4 - 7
9:00am - 5:30pm
ICMI Member Rate: $2,795.00 /
Non-Member Rate: $2,895.00
Course Description
Increase the accuracy of your forecasts and schedules and save tens of thousands of dollars, month after month. Take your forecasting and scheduling processes to the next level when you learn how to improve forecast accuracy, increase employee satisfaction, and consistently meet service levels. This unparalleled opportunity to learn an integrated approach to call center workforce planning is based on the realities that managers and analysts face every day. Bring your laptop and gain four days of hands-on experience improving forecasts, calculating staffing resources, and reviewing new scheduling approaches. You and your colleagues will work through realistic exercises to solve common forecasting, staffing, and scheduling challenges.
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 will leave with a laptop full of true-to-life examples. Plus, you'll receive a comprehensive course manual to reference for many years to come.
Supplement your on-the-job experience with formal training on how "the best in the industry" provide accurate forecasts and schedules that balance the needs of the organization and employees.
Take the opportunity to:
- Examine a variety of forecasting models and determine what works best for you
- Discover keys to forecasting workload demand at the monthly, weekly and intraday levels
- Examine what accounts for your staff utilization
- Learn about flexible scheduling practices to improve employee morale
- Reducer the "chaos mentality" of real-time management
- Provide more value through reporting and data administration
You will learn how to:
- Get the most out of Excel
- Use forecasting, scheduling and analysis tools to increase efficiency
- Create long-term staffing plans that account for the realities in your center
- Identify how and when to reforecast
- Build a real-time management plan
- Manage adherence to schedule
- Create more value out of your workforce management practices
Who should attend?
This intense workshop is intended for practicing workforce managers with little formal training who need to get up-to-speed fast on proven workforce planning techniques. Whether you have a few agents, or a lot; workforce management software, or not...you'll benefit from this workshop.
Laptop Requirements
- NT 4.0, 2000, XP, or higher operating system
- Microsoft Excel 2000, 2002, or 2003 (with all latest patches installed)
- 6 MB free hard disk space
- USB enabled
Prior to the WFM Boot Camp, you will be sent a USB thumb drive and asked to load software onto your laptop. For questions about laptop requirements, contact ICMI Customer Service at 800-672-6177.
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