This 2-day course looks at developing foundational knowledge and skills in workforce management for contact centers . No previous workforce management is required to attend this course.
Gathering WFM issues from participants to incorporate into course topics or handle at the end of the course.
Contact Center supervisors, managers, team leads and anyone new to the Workforce Management function in your center.
In this course, you will learn what Workforce Management (WFM) is defined as. We will also explore the various components of the Planning and Management process of the contact center, from Service Level/Response Time Objectives, Data Collection and Forecasting, to Real-Time Management and Reporting and Analysis. This will enable you to more effectively and efficiently manage the contact center processes.
List Price: Varies
Course Duration: 2 Days
This is a 2 day instructor-led course delivered by ICMI Certified Associates. If you have questions about which course is right for you, an ICMI Account Manager is available to help. Complete the Request Information form to speak with your Account Manager.
August 22-23, 20199:30 am-5:30 pm ET