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The SOURCE for Contact Centers

The College of Call Center Excellence

Workforce Management Training

Workforce Management Training

Call Center Workforce Management TrainingThe College of Call Center Excellence offers one of the most highly sought after Call Center Training Certification programs in the country, led by the industry's top-rated instructors, with over 150 years combined experience. These courses will equip you with the skill set that you need to improve your call center's performance. You will be able to return to your business and drive effective change for your contact center using best practice methods validated by BenchmarkPortal.

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

EARLY BIRD DISCOUNTS!

Live Online:Take 10% off - Register Before March 10, 2013
Call Center Campus: Take $200 off - Register Before October 11, 2013

(Discount code shown on the course page, if it is no longer there, then it has expired)

Las Vegas, NV - WFM at Call Center Campus - Nov 12 - 15, 2013

$1,500.00

  • Date: Nov 12 - 15, 2013
  • Location:

    Las Vegas, NV at the Paris Hotel
    3655 Las Vegas Boulevard South
    Las Vegas, NV 89109
    800-722-5597
    Map Link

More Info

Call Center Training - Workforce Manager Agenda:

  • Gathering Information - The foundation to all workforce management practices
  • Forecasting - Setting the framework for contact center success
  • Planning - Matching supply to demand
  • Optimizing Performance - Real-time adjustments to the plan, forecast and data
  • Analysis - Reviewing the outcomes to determine improvements to the next forecast and plan
  • Change Management - Preparing leaders to lead workforce management change

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 »

On-Site Personalized Call Center Training:

Our on-site call center training provides a cost-effective way to maximize your training, provide training in your call center, and cover the key challenges you need to address to successfully elevate your contact center to new levels of excellence.

  • Learns through action - in your center, using your data, using their center management tools and managing your resources
  • Customize the learning experience by focusing on specific areas of interest
  • Save on employee travel cost
  • Minimize time away from work

Click here for more information on our Workforce Management Onsite Certification

Please contact us if you are interested in bringing this course on-site:


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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."
Angela Ballantine, Director, Customer Care, ARAG GROUP