Call Center Workforce Management
Our course covers the entire workforce process from the gathering of data to the production of forecasts, schedules, and budgets. We include lessons that benefit attendees from any sized organization, large and small, with real-world examples of solutions that work in practice - not just theory. Participants will learn:
- What processes make up the foundation of an effective Workforce Management practice
- How to gather the right data at the right time to maximize scheduling and staffing
- Results reporting that drives effective decisions and actions
- How to build forecasting models that work including how to use excel to do time series modeling
- Options for building staff plans that meet budgeting and scheduling needs
- How to build an Erlang C based staffing model
- A Change management approach that helps overcome the "Big Brother" syndrome too often associated with Workforce Management
Gathering Information - The Foundation to all WFM practices
- Driving forces in contacts and their arrival
- Organizational Target Setting - planning for key outcomes
- Establishing targets and measures for individual performance management
- Acquiring the necessary data to plan the organization
- Introduction to staffing models - different types and when to use them
- Planning your telecom infrastructure and needs
Forecasting - Setting the framework for Contact Center Success
- Forecasting made simple
- Different forecasts for different needs - Long term, mid-term and short term forecasts and what they do
- Advanced forecasting techniques
- Organizational participation in forecasting and planning
- Blending it all together - Best practices in forecasting and planning
Planning - Matching Supply to Demand
- Understanding planning options
- Analyzing costs and benefits when planning
- Building staffing models - data required, using Erlang b and Erlang c formulas
- Occupancy modeling - pros and cons
- Meeting the goal of WFM through successful scheduling
- Information tracking to improve future hiring and scheduling
Optimizing Performance - Real-Time adjustments to the plan, forecast and data
- Plan to NOT fail - good planning vs. crisis management
- Service Level and quality
- The Power of One
- Communicating with Operations leaders - partnering for real-time success
- What to monitor - key metrics and reports for the real-time team
- Adherence vs. conformance - which matters more
Analysis - Reviewing the outcomes to determine improvements to the next forecast and plan
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Key data in contact center planning
- Communicating results
- Data vs. information - how to produce reports that matter
- Tying it all together the WFM overview
Change Management - Preparing leaders to lead WFM change
Best practices in contact centers and WFM final review
| UPCOMING Call Center Workforce Management Course Dates | ||
| Date | Location | Register Now |
| September 15-16, 2010 | Bloomington, MN |
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| October 28-29, 2010 | Denver, CO |
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| January 20-21, 2011 | Las Vegas, NV |
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| February 10-11, 2011 | San Diego, CA |
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