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Workforce Management for Team Leaders – October 19

October 19

Often we ‘grow up’ in the contact centre and are promoted into leadership roles needing to interpret specialised highly technical call centre data into human terms. This course will reveal the WFM essentials to know for success.

Auscontact is pleased to partner with Call Design specialists in WFO, to deliver this session.

Don’t miss this great opportunity to network with your peers, learn while having fun and take back some great tools to your business to improve the experience of your team and customers alike.

Join us to build your contact centre toolkit!

Your takeaways:

  1. What is the role of Workforce Management, why is it so important and the challenges in optimising the customer experience
  2. Forecasting, Scheduling and Real-time management insights
  3. The impact the individual has on the customer experience
  4. Workforce Management Engagement – how to engage your team

Details

Date:
October 19