Call Center Workforce Management 
Course Description:
- Resource Planning
- Scheduling
- Intraday Adjustments
- Working the Control Tower
- Analytics and Metrics to Manage Optimizing
- Organization of the Workforce Management Team
- Workforce Management Software Tools
- Workforce Management Solution Providers
- Conclusions
- At the end of each Module there is a quiz
- After completing all modules there is a final online test to pass the course
Module 1 Resource Planning
Module Objectives:
Resource planning with the following learning objectives:
- Forecasting fundamentals
- Advance forecasting
- Capacity planning fundamentals
- Advanced capacity planning
| Faculty | Topic | Description |
| Dayne Petersen | Forecasting Fundamentals Part 1 | Dayne Petersen discusses forecasting fundamentals for workforce management. |
| Dayne Petersen | Forecasting Fundamentals Part 2 | Dayne Petersen discusses forecasting fundamentals for workforce management. |
| Adam Cincoski | Advance Forecasting Part 1 | Adam discusses how to make Advanced Forecasts |
| Adam Cincoski | Advance Forecasting Part 2 | Adam discusses advance forecasting for workforce management. |
| Adam Cincoski | Capacity Planning Fundamentals Part 1 | Adam explores capacity planning fundamentals for workforce management. |
| Adam Cincoski | Capacity Planning Fundamentals Part 2 | Adam explores capacity planning fundamentals for workforce management. |
| Dayne Petersen | Advanced Capacity Planning | Dayne Petersen examines advanced capacity planning for workforce management. |
Module 2 Scheduling
Module Objectives:
Scheduling with the following learning objectives:
- Scheduling defined
- Documenting staff special skills
- Producing the daily schedule
- Scheduling shrinkage
- Scheduling options
| Faculty | Topic | Description |
| Dayne Petersen | Scheduling Defined | Dayne Petersen examines scheduling defined for workforce management. |
| Dayne Petersen | Documenting Staff Special Skills | Dayne Petersen explores documenting special staff skills for workforce management. |
| Dayne Petersen | Producing the Daily Schedule | Dayne Petersen examines producing the daily schedule for workforce management. |
| Adam Cincoski | Scheduling Shrinkage Part 1 | Adam discusses scheduling shrinkage for workforce management. |
| Adam Cincoski | Scheduling Shrinkage Part 2 | Adam discusses scheduling shrinkage for workforce management. |
| Catherine Gilmore | Scheduling Options | Catherine Gilmore examines scheduling options for workforce management. |
Module 3 Intraday Adjustments
Module Objectives:
Intraday adjustments with the following learning objectives:
- Monitoring adherence to schedule
- Crisis and absentee planning
- Intraday adjustment essentials
| Faculty | Topic | Description |
| Catherine Gilmore | Intraday Forecasting | Catherine discusses intraday adjustment essentials for workforce management. |
| Catherine Gilmore | Crisis and Absentee Planning | Catherine Gilmore examines crisis and absentee management for workforce management. |
| Dayne Petersen | Intraday Adjustment Essentials | Dayne discusses the impacts on the budget, customer, and agent satisfaction when making intraday adjustments. |
Module 4 Working the Control Tower
Module Objectives:
Working the control tower with the following learning objectives:
- Managing forecast call volumes to actual
- Sample workforce management reports
| Faculty | Topic | Description |
| Dayne Petersen | Managing Forecast Call Volumes to Actual | Dayne Petersen examines managing forecast call volumes to actual for workforce management. |
| Dayne Petersen | Sample Workforce Management Reports | Dayne Petersen examines sample reports for workforce management. |
Module 5 Analytics and Metrics to Manage Optimizing
Module Objectives:
Analytics and metrics to manage optimizing with the following learning objectives:
- From raw data to management information
- Data analytics – how they are utilized
| Faculty | Topic | Description |
| Catherine Gilmore | From Raw Data to Management Information | Catherine Gilmore analyzes raw data to management information for workforce management. |
| Catherine Gilmore | Data Analytics | Catherine Gilmore discusses data analytics for workforce management. |
Module 6 Organization of the Workforce Management Team
Module Objectives:
Organization of the workforce management team with the following learning objectives:
- Workforce management organization
- Typical control tower organizational structure
| Faculty | Topic | Description |
| Dayne Petersen | Workforce Management Organization | Dayne Petersen examines workforce management organization. |
| Catherine Gilmore | Typical Control Tower Organizational Structure | Catherine Gilmore explores the typical control tower organizational structure for workforce management. |
Module 7 Workforce Management Software Tool
Module Objectives:
Workforce management software tools with the following learning objectives:
- Key workforce management metrics and goals
- Workforce management tools
| Faculty | Topic | Description |
| Catherine Gilmore | Key Workforce Management Metrics and Goals | Catherine Gilmore discusses key workforce management metrics and goals. |
| Dayne Petersen | Workforce Management Tools | Dayne Petersen discusses workforce management tools. |
| Catherine Gilmore | Range of Solution Providers | Catherine discusses solution providers that you can contact for help with Workforce Management |
