Gathering Information - The foundation to 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