Workforce Management For Real Time Analysts Course
We’ve designed our one-day WFM for Real-Time Analyst Course to give you the tools to make better decisions, encourage more efficient planning and improve your customers’ experience.
There’s no need to own or buy any WFM software for this course
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Workforce Management For Real Time Analysts Course
The one day Call Design WFM For Real Time Analysts course teaches the basics of workforce management and is designed specifically for people in that role.
Participants will learn the importance of workforce management and gain insight into techniques used to help make better business decisions on the real time needs of your contact centre.
Next start date
No dates found.
Location
No location found.
Course duration
No duration found.
Price
No price found.
Related courses:
We’ve designed our one-day WFM for Real Time Analysts to give you the tools to make better decisions, encourage more efficient planning and improve your customers’ experience.
There’s no need to own or buy any WFM software for this course.
Who is this course for?
- Real Time Analysts
- Anyone wanting to move into a career in workforce management
What will I learn?
We’ll teach you the basics of workforce management, check out our course structure below for more details!
You’ll learn the importance of workforce management and gain insight into techniques you can use to make better business decisions in your contact centre.
Why choose Call Design?
We are a leading workforce management consultancy, helping improve enterprise-level workforce optimisation since 1999.
Our team of consultants have worked in the industry, and have significant experience implementing and training best practice Workforce Management. Unlike other management training courses, we have a range of industry-leading WFM and WFO tools to help improve your business processes.
THE COURSE AT A GLANCE
- An Introduction to Workforce Management
- Workforce Planning Fundamentals
- Tracking and Analysis
- Intervention and Recommendations
Course structure
With over 70% of contact centre operating costs being related to personnel, it is critical to ensure the right number of staff get workforce planning training and are in place to optimise the customer experience.
IN THIS MODULE
You will gain an understanding of what workforce management is; why it is so important and the challenges that organisations face when trying to optimise the customer experience. It forms the foundation of your business analyst training.
We will cover:
- Defining a contact centre
- What workforce management is
- The Workforce Management lifecycle
- The role of workforce planning
As a Real-Time Analyst is it important to understand the basics of workforce management. This real-time analyst course teaches you just that.
IN THIS MODULE
We provide insight into the importance of workforce planning, unlike most analysis training courses. This includes an overview of forecasting and scheduling as well as why multi-skilling is important.
We will cover:
- Forecasting – gathering and analysing data. Understanding service level goals and creating basic forecasts
- Multi-skilling
- Analysing shrinkage
- Calculating how many staff you need in each interval of the day
- Scheduling – building schedules that balance customer service requirements and meeting service level goals with the scheduling preferences of your staff
Once the plan has been created, it’s important to track what is happening and analyse the results. As an RTA, this is one of the primary tasks.
IN THIS MODULE
Real Time Analysts will learn what they need to be looking at and how to spot any variances from what was planned
We will cover:
- What to measure
- When to measure it
- Understanding the impact of a variance to the plan
Even with the best planning, things change. Events happen that can increase or decrease customer demand, schedules change and RTAs need to take actions to try to ensure the best and most consistent service outcome. That is where knowledge from management training courses like this one becomes useful.
IN THIS MODULE
The final module of our real-time analyst course covers why intervention is often required; how to manage exceptions; when to re-forecast and how best to provide recommendations to the business.
We will cover:
- Why intervention is important
- Exception management
- How and when to intervene
- Re-forecasting
- Service level consistency
- Providing recommendations to the business.
The one-day WFM for Real-Time Analysts Course from Call Design teaches the basics of workforce management and workforce planning training. This business analyst training course is specifically designed for RTAs.
Participants will learn the importance of workforce management and gain insight into techniques used to help make better business decisions on the real-time needs of your contact centre. Download the WFM for Real-Time Analysts course brochure to find out more.