Regardless of what industry you work in, one of the most important steps in furthering your career and ensuring operational success is to always be on the lookout for learning opportunities. By grabbing these with both hands, it’s possible to stay on top of the latest trends within your industry, and ensure you and your team are operating as productively as possible.

Within the contact center industry and beyond, one of the most commonly misunderstood and neglected aspects of improving productivity is workforce management. Fortunately, learning about this part of contact center operations doesn’t have to be a challenge, with a range of different workforce planning courses available.

Investing in the right tool is only the start of improving your contact center’s efficiency.

The benefits of workforce planning courses

In an industry where personnel play a vital role in both service and cost, the importance of workforce planning in contact centers is plain and simple. By improving your business’ staffing and scheduling processes, you’ll be able to rest easy knowing that people are always in the right place at the right time, providing the best customer experience possible.

In addition, the right workforce management tools can provide a wealth of other benefits. For example, monitoring staff performance and predicting future business needs to ensure your organization is never caught short.

Of course, simply investing in the right workforce management solution is only the start of improving your contact center’s efficiency. You need to ensure that everyone understands workforce planning basics regardless of the tool. You’ll also need team leaders who understand the impact of some of their decisions, and attending a workforce planning course specifically designed for them will help ensure you get the best results possible.

Without the right knowledge, even the best workforce management tools won't be able to perform at their best. A Team Leader Essentials Workforce Management course will help team leaders get the very best out of WFM tools.

Learning the contact center workforce management fundamentals

Call Design’s three-day Workforce Management Essentials course is part of our workforce optimization program, and is suitable for everybody from forecasters and schedulers through to real time analysts and contact center managers. Most importantly, the course focuses on industry best practices, rather than a specific product. This means anybody can learn the essentials of workforce management, regardless of existing business processes or experience with certain WFM tools. We also offer a one day Team Leader Essentials course, which teaches the workforce planning principles that will help team leaders be more effective.

Attendees will learn about the whats, whys and hows of workforce management, providing a firm foundation for the more practical elements later on in the course, such as scheduling and performance analysis. This ensures that graduates of the program will be equipped with an understanding of not just how to use WFM tools, but why they are so important in contact centers and other businesses.

To learn more about the Workforce Management Essentials course, get in touch with the Call Design team today, or read about or course offerings for more information.