date-time

21st September 2022

location

Online Course

Cost : $600

Drive Better Contact Centre Decisions On Real-Time Requirements

Workforce management is one of the most critical functions in contact centres so it is important to ensure everyone on the team has the skills and knowledge they need to be successful. This course is specifically designed for Real Time Analysts. It covers everything from workforce planning fundamentals to tracking and analysis as well as what needs to be considered when things don’t go to plan.

As part of Call Design’s Workforce Optimisation Program, this one-day, WFM for Real Time Analysts course is designed to give your RTAs the tools they need to make better decisions, encourage more efficient planning and improve your customers’ experience.

WFM-For Real Time Analysts

4-Modules

The Call Design, one-day, 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.

An Introduction To Workforce Management

Workforce Planning Fundamentals

Tracking And Analysis

Intervention And Recommendations

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Download our WFM for Real Time Analysts Course Brochure


    Commonly Asked Questions

    The Call Design, one-day, 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.

    The course is delivered online and is designed to be interactive. We restrict the class size to no more than 10 people to ensure everyone gets the most from the course.

    To make learning WFM skills easier, we’ve broken down the processes into four key modules;

    • An Introduction to Workforce Management

    • Workforce Planning Fundamentals

    • Tracking and Analysis

    • Intervention and Recommendations

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

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