Course Outline
Course Agenda:
- 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
Module 1 Resource Planning
Module Objectives:
Resource planning with the following learning objectives:
- Forecasting fundamentals
- Advance forecasting
- Capacity planning fundamentals
- Advanced capacity planning
Forecasting Fundamentals Part 1
Faculty: Dayne Petersen
Dayne Petersen discusses forecasting fundamentals for workforce management.
Forecasting Fundamentals Part 2
Faculty: Dayne Petersen
Dayne Petersen discusses forecasting fundamentals for workforce management.
Advance Forecasting Part 1
Faculty: Adam Cincoski
Adam discusses how to make Advanced Forecasts
Advance Forecasting Part 2
Faculty: Adam Cincoski
Adam discusses advance forecasting for workforce management.
Capacity Planning Fundamentals Part 1
Faculty: Adam Cincoski
Adam explores capacity planning fundamentals for workforce management.
Capacity Planning Fundamentals Part 2
Faculty: Adam Cincoski
Adam explores capacity planning fundamentals for workforce management.
Advanced Capacity Planning
Faculty: Dayne Petersen
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
Scheduling Defined
Faculty: Dayne Petersen
Dayne Petersen examines scheduling defined for workforce management.
Documenting Staff Special Skills
Faculty: Dayne Petersen
Dayne Petersen explores documenting special staff skills for workforce management.
Producing the Daily Schedule
Faculty: Dayne Petersen
Dayne Petersen examines producing the daily schedule for workforce management.
Scheduling Shrinkage Part 1
Faculty: Adam Cincoski
Adam discusses scheduling shrinkage for workforce management.
Scheduling Shrinkage Part 2
Faculty: Adam Cincoski
Adam discusses scheduling shrinkage for workforce management.
Scheduling Options
Faculty: Catherine Gilmore
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
Intraday Forecasting
Faculty: Catherine Gilmore
Catherine discusses intraday adjustment essentials for workforce management.
Crisis and Absentee Planning
Faculty: Catherine Gilmore
Catherine Gilmore examines crisis and absentee management for workforce management.
Intraday Adjustment Essentials
Faculty: Dayne Petersen
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
Managing Forecast Call Volumes to Actual
Faculty: Dayne Petersen
Dayne Petersen examines managing forecast call volumes to actual for workforce management.
Sample Workforce Management Reports
Faculty: Dayne Petersen
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
From Raw Data to Management Information
Faculty: Catherine Gilmore
Catherine Gilmore analyzes raw data to management information for workforce management.
Data Analytics
Faculty: Catherine Gilmore
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
Workforce Management Organization
Faculty: Dayne Petersen
Dayne Petersen examines workforce management organization.
Typical Control Tower Organizational Structure
Faculty: Catherine Gilmore
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
Key Workforce Management Metrics and Goals
Faculty: Catherine Gilmore
Catherine Gilmore discusses key workforce management metrics and goals.
Workforce Management Tools
Faculty: Dayne Petersen
Dayne Petersen discusses workforce management tools.
Range of Solution Providers
Faculty: Catherine Gilmore
Catherine discusses solution providers that you can contact for help with Workforce Management
