date-time

23rd - 25th August 2022

location

Online Course

Cost : $2800

Learn How To Improve Your Forecasting And Scheduling On Our Workforce Management Essentials Course

The role of workforce management is more important than ever so learning how to do it, is essential. Call Design’s Workforce Management Essentials Training is a three-day course that covers all the WFM skills necessary for workforce planning initiatives to be effective.  During the course, we take an in depth look at forecasting; what you need to consider when scheduling; and how to analyse the results and communicate effectively with those you need to.

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6-Modules

Our three-day WFM Essentials Course helps contact centres set the foundations for strong workforce planning, to ensure the right number of staff are in the right place, at the right time, with the right skills. As part of this course, you will learn how to effectively forecast, schedule and manage staff while discovering new techniques and tools to improve performance. The course is broken down into the 6 modules seen below.

Introduction
& Overview

Forecasting
& Planning

Scheduling

Performance Analysis

Real-Time Management

Communication

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Download our WFM Essentials Course Brochure


    Commonly Asked Questions

    Our WFM Essentials course is for workforce planners, forecasters, schedulers, contact centre managers and anyone who would like to develop the skills to be a workforce planner.

    In our three-day WFM Essentials course you will learn how to forecast, schedule and manage staff in a contact centre. The course teaches you the skills required to be a successful workforce planner.

    Workforce management (WFM) is the process of making sure you have staff available at the right times, with the right skills to answer your customers’ queries. Workforce management involves forecasting staffing requirements, scheduling staff and tracking the outcomes. Call Design’s WFM course is specifically designed to set the foundations of good WFM in your business, covering topics like:

    • Forecasting and scheduling
    • Better communication
    • Analysis and contingency planning

    To make learning  WFM skills easier, we’ve broken down the processes into six key modules. The modules will walk you through the best practice theory of WFM.

    You can learn more about what’s in each of our six modules by downloading the course brochure.

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