A workshop designed to improve the skills of those responsible for workforce management in the call center.

Optimize performance through more effective workforce management practices!

As call centers become more complex, the importance of “having the right staff and supporting resources in the right places at the right times” becomes ever more crucial to success. In this seminar, you’ll learn how to build on basic concepts to create a planning culture that drives consistently improved performance. The Basics and Beyond seminar uses a hands-on workshop approach that brings principles to life, encourages participation and generates results.

You'll learn the most effective ways to:

• Improve the quality of historical data
• Use advanced tools to build better forecasts and schedules
• Integrate staffing needs for other channels into schedules
• Develop a tiered staffing approach that improves efficiency and morale
• Create a plan to “react in advance”
• Account for the impact of advanced routing schemes
• Prepare for the future with long-term models

You'll increase your value to the organization by:

• Increasing forecast accuracy
• Preparing more effectively for long-term planning and budgeting
• Reducing the chaos in your center
• Improving the consistency of operational results
• Generating higher levels of employee and customer satisfaction

View the complete Program Outline for details on what you’ll learn.

Did you know?

Increasing the accuracy of your forecasts and schedules can save you tens of thousands of dollars, month after month!

Seminar Materials

A comprehensive course manual
Glossary of call center terms
Article reprints and studies
A certificate of completion

Demonstrate the knowledge you’ve gained with an ICMI Knowledge Certificate! After the seminar, you may choose to take an online quiz to demonstrate the knowledge you’ve gained. When you pass the quiz, we’ll send you an ICMI Knowledge Certificate.

Who should attend?

This innovative seminar was developed to meet the unique needs of those responsible for workforce planning and management in the call center. Approximately 25 percent of the time devoted to each topic covers the basics, with the balance spent on intermediate and advanced principles and applications. Those new to workforce management will get a primer on the basics and a crash course in more advanced principles. Seasoned practitioners will get a refresher on foundational concepts before moving their skills to the next level.

Bring this seminar on-site and our seminar leader will custom-tailor the material to your environment.

Recommended Readings

Attendees of this seminar have also purchased:
Call Center Forecasting & Scheduling
Managing Peak Volumes
The Workforce Management/Call Center Relationship

For training outside of North America, contact ICMI's Global Partners.

View the Program Outline.