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
Course Materials:
- Printable Slide Presentation
- Industry Articles
- A Process for Reporting Call Center Activity
- Are You Getting-and Using-the Data You Need?
- Beyond Forecasting and Scheduling: Five Features that Justify a WFM Investment
- Call Center Scheduling: Practical Tips for Today's Environment
- Colorful Staffing Strategies to Add to Your Palette
- Forecast Accuracy: The Most Important Metric You're Not Measuring
- Forescasting and Scheduling: Beyond the Basics
- Implementing Workforce Management Software: Lessons Learned
- Intelligent Workforce Management for Blended Environments
- Maximizing the Value of Your Workforce Management Team
- Real-Time Management...without the Hangover
- Skill-Set Scheduling in a Multiskilled Environment
- The Changing Face of Workforce Management
- The Great Debate: Erlang C or Computer Simulation?
- Understanding How Queues Behave
- Handouts
Who should attend?
Workforce managers and personnel responsible for workforce planning.
Course Length:
This course is delivered over two days in a classroom setting.