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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 optimize 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


Live Online:Take 10% off - Register 1 month before the workshop!

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

WFM Online - Oct 14 - 16, 2015


  • Date: Oct 14 - 16, 2015
  • Location:

    Live Online - Via Web Meeting
    3-Days, 2-Hours each day

    During your time zone listed below
    8:30am - 10:30am PT
    9:30am - 11:30am MT
    10:30am - 12:30pm CT
    11:30am - 1:30pm ET

More Info
WFM Online - Dec 2 - 4, 2015


  • Date: Dec 2 - 4, 2015
  • 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

More Info
New Orleans, LA - Apr 19 - 22, 2016


  • Date: Apr 19 - 22, 2016
  • Location:

    Harrah's New Orleans Hotel
    228 Poydras St
    New Orleans, LA 70130
    View Map

More Info

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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."