Want to expand your knowledge of Workforce Management beyond the basics?
ICMI’s Advanced Workforce Management course looks at moving your skills to the next level by strategically and tactically considering drawing conclusions from trend analysis, special scenarios that make scheduling and forecasting more difficult, the best ways to improve your planning processes, the role of metrics in driving behavior, and effectively partnering and communicating with operations. We will also consider scheduling and forecasting for non-phone workload. You don’t need to have been through boot camp to attend this course, but you do need to know more about Workforce Management than just the basics.
Workbook Sneak Peek
Get an inside look at the course content, with lessons taken right from the official workbook!