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The SOURCE for Contact Centers

The College of Call Center Excellence

Call Center Workforce Management Certification

WFM Online
This course is now full...we apologize for any inconveniences.


  • Date:Wednesday, April 10, 2013 - Friday, April 12, 2013
  • Location:

    Live Online - Via Web Meeting

    3-Days, 2-Hours each day
    During your time zone listed below
    11am - 1pm PT
    12pm - 2pm MT
    1pm - 3pm CT
    2pm - 4pm ET

3-Days, 2-Hours each day
During your time zone listed below
11am - 1pm PT
12pm - 2pm MT
1pm - 3pm CT
2pm - 4pm ET

Includes live online workshop, printable slide presentation, certificate of completion, and a call center benchmarking survey/report with a follow-up web-ex style presentation of your benchmarking results.


Call Center Workforce Management Certification

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

General Course / Workshop Information

Course Curriculium: 

Workforce Management Certification Curriculum

Gathering Information - The foundation for all workforce management practices

  • Driving forces in contacts and their arrival
  • Organizational Target Setting - planning for key outcomes
  • Establishing targets and measures for individual performance management
  • Acquiring the necessary data to plan the organization
  • Introduction to staffing models - different types and when to use them
  • Planning your telecom infrastructure and needs

Forecasting - Setting the framework for contact center success

  • Call Center forecasting made simple
  • Different forecasts for different needs - Long term, mid-term and short term forecasts and what they do
  • Advanced forecasting techniques
  • Organizational participation in forecasting and planning
  • Blending it all together - Call Center best practices in forecasting and planning

Planning - Matching supply to demand

  • Understanding planning options
  • Analyzing call center costs and benefits when planning
  • Building staffing models - data required, using Erlang b and Erlang c formulas
  • Occupancy modeling - pros and cons
  • Meeting the goal of Workforce Management through successful scheduling
  • Information tracking to improve future call center hiring and scheduling

Optimizing Performance - Real-time adjustments to the plan, forecast and data

  • Plan to NOT fail - good planning vs. crisis management
  • Call Center service level and quality
  • The Power of One
  • Communicating with operations leaders - partnering for real-time success
  • What to monitor - call center key metrics and reports for the real-time team
  • Adherence vs. conformance - which matters more

Analysis - Reviewing the outcomes to determine improvements to the next forecast and plan

  • Key data in contact center planning
    • Communicating results
    • Data vs. information - how to produce reports that matter
    • Tying it all together the Workforce Management overview

Change Management - Preparing leaders to lead workforce management change

Best practices in contact centers and workforce management final review


Live Online Discounts

Early Bird Discount:

Register early to receive 10% off. Discount expires one month before each course. Discount code and expiration are available at the top of each workshop page. If there is no information available then the discount has expired. Early bird discounts cannot be combined with other offers or discounts.

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. Call 1-800-214-8929 Ex. 1 or Email Us Today and one of our relationship managers will be in touch with you. Group discounts cannot be combined with other offers or discounts. Groups must all be submitted and registered at the same time in order to receive the group discount.

Attendees Discount Price Per Person
2-5 10% $539.10
6-10 15% $509.15
*11-15 20% $479.20

*Private Online Group Sessions Available

Preferred Partner Discount:

Center of Excellence Members - 15% off. Please contact your relationship manager to get your preferred partner discount code. Discounts cannot be combined with other offers or discounts.

Course Cancelation: 

Live Online Cancellation & Policies

Live Online Course Cancellation Policy:

  • All students attending a Live Online course have up to thirty (30) days before start date to cancel registrations ​for a refund. ​Any cancellation within 30 days will become ​a ​credit for a future live online course. Credits must be used within one year (12 months of issue).
  • Any cancellations or transfers within 14 days before the course will incur a $50 late cancellation/transfer fee. This fee will be deducted from your credit.
  • In rare instances, a course will be rescheduled or postponed:
    • BenchmarkPortal will provide you at least 24 hours notice
    • You may receive a full refund or we can issue a credit for your company
    • In the event that we do have to cancel a training course at the last minute, your relationship manager will contact you to either reschedule you in to an alternate course or provide you with a full refund of the course price.
  • No shows will also pay full course rates.

Purchasing Information:

  • Full payment is required 1-day prior to attendance.
  • If you are purchasing more than one course with a business credit card please check your daily limits to avoid any possibility of the transaction getting declined (most cards have a $1,000 daily limit).

General Information:

  • After completion of a Live Online Course, you will receive by email a Certificate of Completion.
  • Certification through BenchmarkPortal and the College of Call Center Excellence is an achievement that is recognized internationally.
  • The recommended internet speed is 2 MB & the minimum speed is at least 512 KB for the download speed on DSL or Broadband connection (wired or wireless).
Course Testimonials: 

Workforce Management Testimonials

"It's obvious for me that BenchmarkPortal is very professional in everything that concerns contact centers issues. I liked the training certification methods. BenchmarkPortal is a company you can trust. BenchmarkPortal - job well done."

Live Online Attendee - January 2015

"I had a very positive learning experience with BenchmarkPortal's College of Call Center Excellence training. I would like to commend Dayne on the skills and knowledge that she brought to the class. She added remarkable value and made the material easy for attendees understand while learning at a very fast pace."
Live Online Attendee - January 2015

"It's my first time attending for a class in WFM. I expected a lot and majority of my expectations were met. From the time I was registering up till the end of the class, it was a great experience. I will come back and take a different class in the future."
Call Center Campus Attendee, November 2014

"Definitely can take things back to improve effectiveness in our center."
Call Center Campus Attendee, November 2014

"Awesome learning experience! Combining the book materials with the real life experiences."
Joe Domerez, QA Manager, Call Center Campus, November 2014

The course was very in depth, It explained a lot of topics I was aware of previously, but it also showed how these topics apply to our call center business and how we can use different New metrics to track agent statistics.
Jay, Workforce Mangement Analyst, TrialCard" - July 2014

"Very informative information, and really gives great insight to making the best forecast/schedules possible for contact centers. "
Mark Moore, Contact Center Consultant, Uptivity - an InContact Company - July 2014

"This was a wonderful opportunity to learn from someone as knowledgeable as Joe. I truly appreciate his approach in aligning us to free flow with our questions and situations vs. being absolutely stringent with the flow of the course material."
Lee Branch Hill, Contact Center Team Lead, MedicAlert Foundation - November 2012

"The class was very informative for me and my time in position. I am new to leadership and WFM and was happy to learn all the layers that filter into call center management.
Las Vegas, NV - 2012 Call Center Campus Week WFM Attendee

"The course was very informative and helpful. The instructor was knowledgeable and very interesting. The class was really fun to be in."
Las Vegas, NV - 2012 Call Center Campus Week WFM Attendee

"​Great overview on all aspects of WFM & allowed time for exchanges of ideas for on-site specific questions! Very Good!"
Indianapolis, IN Attendee - February 2012

American Family Insurance Desjardins Cards Services Delta Dental of California
State of North Carolina Hewlett Packard Columbia Sportswear
Redbox Sirius XM Egis Projects Canada
IBM State of Georgia Pitney Bowes
Bright Horizons Safe Auto State of Michigan
Booz Allen Hamilton McKesson Bank of America
Sierra Health Boeing Medtronic
Verizon John Deere AT&T
Perrier Urban Outfitters Nestle
Chicos FAS Inc Edfinancial Cisco
AAA Clubs Harris Bank Nationwide
Hilton Fujitsu Cablevision
Choice Hotels Ride UTA GAF
University of Michigan Hyatt Mazda
3M PLATO Learning TD Ameritrade
Principal Financial Group Williamson-Dickie Mfg. Co. Georgia Perimeter College
Veterans Administration Health Resource Center National Government Services/WellPoint Egis Projects Canada Inc.
Atlantis Resort & Casino George Mason University Employees Retirement System of TX
KPMG Citizens Energy Group Emaratech
Capital Market Authority, CMA Nutri-Health Supplements Oxford Properties Group
Gift Royal Credit Union SXC Health Solutions
BroadStar Albridge Solutions RCI
Verifone Metro Credit Union VistaPrint
Forethought Life Insurance Company Indianapolis Power & Light Viracor-IBT Laboratories
Dayton Power & Light Motion Picture & Television Fund Department of Treasury
Groupon Cigna Roche
NorthWestern Mutual Smith Haynes & Watson United Healthcare
Herbalife United States Coast Guard Security Assistance Corporation
Symcor Portico Benefits NIPSCO


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"Becoming a Call Center of Excellence can be a game changer for businesses. Fighting to keep customers in today’s economy is paramount to most companies and the Center of Excellence distinction has helped drive us to that end result. Going through this process yearly continues to challenge us to improve processes and service levels. The detailed process that BenchmarkPortal provides in comparing our data with a large peer group is unparalleled. At the end, you have a clear roadmap of what is working well and what needs focus and attention for improvement. Because of this, we have been able to develop plans each year to drive better results and better customer experiences. This, coupled with a knowledgeable staff, helps us to close the gaps and continue to achieve excellence in every area. Every call center out there should be doing this benchmarking process; we are proof that it works."