Improve forecast accuracy, increase employee satisfaction, and consistently meet service levels; all while taking your forecasting and scheduling processes to the next level.
This four-day, hands-on workshop will not only teach you proven techniques to improve forecasting and scheduling, but allows you to practice those techniques with input from expert instructors. This unparalleled opportunity to learn an integrated approach to call center workforce planning is based on the challenges that managers and analysts face every day. Bring your laptop and discover techniques to improve forecasts, calculate staffing resources, and review new scheduling approaches. You and your peers will work through realistic exercises to solve common forecasting, staffing and, scheduling challenges.
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. Leave this workshop with a laptop full of true-to-life examples.
Increase the accuracy of your forecasts and schedules and save tens of thousands of dollars, month after month.
Course Topics Include
- Forecasting Models
- Long-Term Staffing Plans
- Staff Utilization
- Real-Time Management
- Workforce Management Reporting Tools
- Communicating Operational Changes
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
Who should attend?
Directors, Managers, and Supervisors responsible for workforce management planning. Whether you have a few agents, or a lot; workforce management software, or not…you'll benefit from this workshop.
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. For questions about laptop requirements, contact ICMI Customer Service at 800.672.6177.
“Within two weeks after attending The Workforce Management Bootcamp course, I detected and fixed multiple trouble areas in our call center. I have been able to not only identify current staffing model issues, but provide proof as well as a plan of action to solve our issues. I can’t say enough good about this class! This course was more than worth the money spent. Thank you!”
Mike King
Call Centers Workforce Manager
Careington Corporation