The WFM course begins with an overview of the what and why of WFM. Workforce management is vital for getting the right staff in the right place at the right time, with the best possible tools in hand. But the myriad of factors included within the broader WFM spectrum can be a puzzle to work out alone, especially in fast-paced operational environments.

IN THIS MODULE

We dive into the various components of workforce management training, and cover some of the common workforce planning tasks and team structures. This module sets the scene for the entire three-day WFM course.

We will cover:

1. Introduction to workforce management
2. WFM team structures

Solid forecasting and planning underpins all best-in-class efforts to ensure staff can cope with demand, and a business does not creak at its seams. Forecasting has numerous practical applications. It’ll help you compare historical patterns with “what-if” scenarios to estimate shrinkage, plan budgets and predict the number of contacts. Accurate forecasting will also help paint a complete picture of upcoming staffing requirements.

IN THIS MODULE

We explore the formulas and techniques used to analyse contact arrival patterns in order to calculate workload and plan for the future.

We will cover:

1. Time series analysis
2. Erlang C
3. Shrinkage
4. Attrition
5. Capacity/Resource Planning
6. Forecasting for other channels

Forecasting is important, but without a schedule to implement these insights, businesses are still just hoping for the best. With thousands, if not millions of dollars on the line, getting your schedules right can make the difference between success and failure. Effective scheduling helps ensure the right people are in the right place at the right time and can help reduce stress for the staff themselves.

IN THIS MODULE

This module looks at the various scheduling components and flexibility options that are often provided to staff working in contact centres, branches or retail environments.

We will cover:

1. Scheduling considerations
2. Scheduling components
3. Schedule creation

After you’ve created schedules, ideally you want to try to ensure staff adhere to them. Even in a small business environment with just a handful of staff a lack of performance oversight could mean you’re missing service level targets when you don’t need to. By monitoring performance however,you can help you find the staff who are out of adherence or underperforming, and address these issues with targeted change.

IN THIS MODULE

In this module, we explore the processes required to manage and monitor your staff’s performance throughout the day.

We will cover:

1. Monitoring daily performance
2. Managing adherence and attendance
3. Measuring the WFM team’s performance

You have the plan. Now it’s time to monitor the day and take action if necessary. Real time management helps to preserve and improve your service quality and customer experience at the intra-day level. When things don’t go to plan, which levers should you pull to achieve your required outcome?

Having a clearly defined real-time workforce management training will help you determine the best actions to take when things don’t turn out the way you expect.

IN THIS MODULE

We explore rules and conditions that can be used to manage the changes and impacts on demand and staff at an intra-day level.

We will cover:

1. Exception management
2. Contingency planning
3. Continuous Improvement cycle

Do you think you’re an effective communicator? You may need to think again. According to a Wrike work management survey, 46 per cent of employees leave meetings not knowing what to do next. Additionally, CareerBuilder found that a quarter of workers find emails are a time waster, and a similar number felt the same about meetings. Basically, you may think you’re communicating effectively, but your staff might not agree. So, Call Design’s WFM Essentials course concludes with a module on better communication.

IN THIS MODULE

This module looks at how to effectively communicate with peers and manage conflict.

We will cover:

1. Effective communication
2. Creating a clear message
3. Choosing the correct medium
4. Dealing with conflict