Optimize performance through more effective workforce management practices!
During this two-day course, learn how to build on basic concepts to create a planning culture that drives consistently improved performance, improve the quality of historical data, and develop a tiered staffing approach that increases efficiency and employee morale. Plus, improve the quality of your call center’s historical data to create a plan to “react in advance”.
You will leave this course with the knowledge to increase the value of the call center to the organization through consistently forecasting accurately, effectively planning long-term, and reaching operational goals. a clear understanding of the unique call center environment, techniques to manage your queue in real-time, and a plan to meet service levels consistently.
Course Topics Include:
- Forecasting Workload
- Workforce Management Systems
- Staffing & Scheduling
- Real-time Management
- Measuring Workload
Who should attend?
Workforce managers and personnel responsible for workforce planning.