Course Description

Workforce Management (WFM) is an essential part of operations in any contact center. An effective use of available staff can enhance the service level and minimizes the wait time and frustration for the customers. At the same time, a timely and flexible schedule can increase employee satisfaction and ensure that staff are available for various tasks when needed while minimizing the overall operating costs. A complete WFM process is required to create planning documents, call volume forecasts, agents’ schedules and intra-day adjustments. This course offers an overview of the entire WFM process starting from gathering historical data and ending with reporting and improving the results and everything in between, such as planning, queuing theory and forecasting, scheduling and intra-day activities

Course Objectives

·         Understanding the basic WFM statistics

·         Being familiar with a variety of forecasting models and determining what works best for you

·         Providing more value through reporting and data administration

·         Getting the most out of Excel

·         Using forecasting, scheduling, and analysis tools to increase efficiency

·         Reducing the "chaos mentality" of real-time management and building a proactive real-time management plan

·         Creating long-term staffing plans that account for the realities in your center

·         Identifying how and when to reforecast

Who Should Attend?

·         HR managers

·         WFM professionals

·         Team leaders

·         Those who are new to WFM