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Workforce Management Certification
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| Location Details | Date | Price |
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Indianapolis, IN Hosted at the Indianapolis Power & Light Company |
Feb. 23-24, 2012 2 Day Call Center Training |
$1095 |
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Live Online Virtual Call Center Training |
Apr. 4-6, 2012 2 Hour Sessions 8am PT / 11am ET |
$599 |
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Live Online Virtual Call Center Training |
Aug. 1-3, 2012 2 Hour Sessions 8am PT / 11am ET |
$599 |
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Call Center Campus Week Las Vegas, NV Details Coming Soon! |
Nov. 5-9, 2012 Call Center Campus Week |
Registration Not Yet Available |
BenchmarkPortal’s contact center training workforce management workshop covers the entire WFM process from the gathering of data to the production of forecasts, schedules and budgets. We include lessons that benefit attendees from any size organization, large and small, with real-world examples of solutions that work in practice - not just theory. Participants will learn:
- What processes make up the foundation of an effective call center Workforce Management practice
- How to gather the right data at the right time to maximize call center scheduling and staffing
- Results reporting that drives effective decisions and actions
- How to build forecasting models that work including how to use excel to do time series modeling
- Options for building staff plans that meet budgeting and scheduling needs
- How to build an Erlang C based staffing model
- A Change management approach that helps overcome the "Big Brother" syndrome too often associated with Workforce Management
BenchmarkPortal can improve the performance of your customer service center - - and your career - - with BenchmarkPortal’s certification training!
- Value and Experience
- Quality Based on Data and Research
- Career Enhancement
- Community and Sharing
- Competitive Advantage
Discover why BenchmarkPortal is the Best Call Center Training in the Industry »
Call Center Workforce Management Certification Training Course Agenda:
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Gathering Information
The Foundation to all Workforce Management practices -
Forecasting
Setting the framework for Contact Center Success -
Planning
Matching Supply to Demand -
Analysis
Reviewing the outcomes to determine improvements to the next forecast and plan -
Change Management
Preparing leaders to lead Workforce Management change - Best practices in contact centers and Workforce Management final review
Workshop Includes Benchmarking Your Center and Entry Into the Top 100 Call Center Contest
One of the main things that separates our call center training from others is that we use benchmarking to demonstrate our best practices and training. BenchmarkPortal has the world’s largest database of call center metrics and all of our students participate in our call center benchmarking survey as part of this course. This complimentary call center benchmarking report and Web-ex style presentation of your benchmarking results provides your company with a snapshot of your call center vs. industry peers. No other call center training can offer this type of information.
- Benchmarking measures how well your organization is currently performing compared to your competitors and other top organizations in North America.
- Identify the KPI's in your call center and learn how you can improve the company's bottom line.
- Comparisons indicate competitive strengths and weaknesses, and help to overcome the typical barriers to change.
- You can further magnify performance gaps by calculating the dollar value of poor performance and create a higher ROI.
An additional benefit that you will gain by submitting your benchmarking data is an entry into this years Top 100 Call Center Contest (with completion of the web-ex style presentation). In order to win your call center must be an inbound call center located in the United States or Canada. All Top 100 companies from each group will have the opportunity to secure use of the Top 100 Seal on all marketing pieces and monetary prizes will be awarded to fund a celebratory event for the winning centers.
Discover more information about the Top 100 Call Center Contest »
This Workshop is Offered in The Following Formats:
Classroom Call Center Training
Call center managers love the combination of interactive classroom work plus personalized focus on individual needs and challenges!
- Class size allows one-on-one interaction with the instructors
- Network with your colleagues and industry peers during our group discussions
- Our classroom setting helps you stay focused on learning
- Take a break and get out of the office
- Learn from real-world experiences
- Participants return home with "takeaways" that will make a real difference to them and their centers
Live Online Call Center Training:
Our live online call center training provides a cost-effective way to maximize your training, provide virtual training in your call center or home, and cover the key challenges you need to address to successfully elevate your contact center to new levels of excellence.
- Class size allows one-on-one interaction with the instructors
- Save on employee travel cost
- Minimize time away from work
Discounts:
Preferred Partner Discount: Center of Excellence Members 15% off.
Group Discounts: If you have 2 or more individuals that would like to take the call center training course please contact us for a group discount!
Online Contact Form | 800.214.8929 Ext. 1
Cannot be combined with other offers or discounts.
Previous Attendees:
View a sample of companies who have attended our courses »
Cancellation Policy
Please take a moment to read the cancellation policy »
