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Workforce Management Principles

Course Description

This course looks at developing foundational knowledge and skills in workforce management for contact centers. Jump start your knowledge of scheduling and forecasting - no previous workforce management experience required.

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ICMI call center training course sneak peek

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Course Outline


Gathering WFM issues from participants to incorporate into course topics or handle at the end of the course.

Module 1: What is WFM?

  • Defining WFM
  • The Planning and Management Process
  • Stages and Organizational Structure of WFM groups
  • WFM Maturity Grid

Module 2: Forecasting

  • Four Key terms: Talk Time, After Call Work Time, Handle Time, Workload
  • Forecasting Methodologies
  • Common Forecasting Issues

Module 3: Resource Staffing

  • Calculating Staffing Needs
  • QueueView
  • Six Immutable Laws
  • Staffing Model
  • Shrinkage
  • Response Time Calculation

Module 4: Scheduling

  • The Demand Curve
  • Scheduling Process and Practices
  • Scheduling Challenges and Options

Module 5: Effective Real-Time Management (RTM)

  • Three Key Principles of RTM
  • Communications
  • RTM Monitoring
  • Proactive Planning – Escalation Plan

Module 6: WFM Reporting & Analytics

  • Data Administration: People, Time Management & Contacts/Calls
  • WFM Metrics and Strategic Line of Sight
  • Data Visualization



Module 7: Summary & Next Steps

  • Six Key Learnings
  • Action Plans/Next Steps 


Who Should Attend
  • Contact Center supervisors, managers, team leads and anyone new to the Workforce Management function in your center.

What You Will Learn

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.

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List Price: Varies 

Course Duration: 1 Days

This is a 1 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.


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Private Group Training

Private training just for your team.
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Virtual Classroom

Live, online instructor-led training.
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Jul 12, 2024
9:30 am-5:30 pm ET


Oct 4, 2024
9:30 am-5:30 pm ET