Workforce Management for Real Time Analysts
The Workforce Management for Real-Time Analysts Course is designed to equip participants with the tools and techniques needed to make better workforce decisions, enhance planning efficiency, and improve the customer experience. This one-day course provides a comprehensive understanding of real-time workforce management, focusing on key principles and practical applications.
Participants will gain insights into real-time analysis, proactive decision-making, and effective workforce adjustments to optimise operations in a contact centre environment. With a strong focus on best practices, this course ensures attendees develop the skills necessary to enhance workforce management outcomes.
There’s no need to own or buy any WFM software for this course. This course is designed to be accessible to all, regardless of existing workforce management systems or prior experience.
Related courses:
LOCATION: ONLINE
COURSE DURATION: 3 DAYS
PRICE: $600.00 ex GST
What You Will Learn:
Participants in the Workforce Management For Real Time Analysts Course will learn:
- Core principles of workforce management and real-time analysis
- How to make data-driven decisions for better staff utilisation
- Strategies to improve scheduling and resource allocation
- Techniques to manage unexpected changes and optimise efficiency
- Insights into enhancing customer experience through effective workforce planning
Course Outline
Module 1: An Introduction to Workforce Management
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
Module 2: Workforce Planning Fundamentals
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
Module 3: Tracking and Analysis
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
Module 4: Intervention and Recommendations
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.
Module 5: Data Capture Configuration
- Define the actual data workflow from an ACD or other source into Alvaria WF.
- Configure contact and agent data groups.
