Contact Center Training

Workforce Management Certification

BenchmarkPortal’s contact center training Workforce Management workshop covers the entire process – from the gathering of data to how to forecast, schedule and estimate your budget. We include lessons that benefit attendees from any size organization, large and small. Participants will learn:

  • What processes make up the foundation of an effective call center Workforce Management practice
  • Components of a realistic WFM Strategy
  • The terminology used in WFM
  • How to gather the right data at the right time to optimize call center scheduling and staffing
  • Learn about the different phases of forecasting, planning, optimizing and analyzing
  • What must be done right during the Planning phase and its requirements
  • What are the Key factors impacting Forecasts & Schedules
  • Build your own Utilization calculator
  • Calculate your own Shrinkage
  • Options for building staff plans that meet budgeting and scheduling needs
  • Creating an effective daily schedule
  • Top Trends in WFM
  • A change management approach that helps overcome the “Big Brother” syndrome too often associated with Workforce Management

For All Workforce Management Staff

On-Demand Course

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9 Modules | ≈ 7-8 Hours

COURSE

Course Objectives

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Introduction to Workforce Management

2 Sections

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You and Your Center

3 Sections

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Metrics and Interrelationships

4 Sections

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Components of Workforce Management

2 Sections

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Data Gathering

2 Sections

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Forecasting

4 Sections

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Planning & Scheduling

4 Sections

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Real-Time Optimization

2 Sections

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Analyze

3 Sections

VIDEO

About the Course

COURSE

Private Course Offerings

Personalized Training Delivered At Your Center!

Our on-site call center training provides a cost-effective way to optimize your training in your own call center, and cover key issues 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
  • 2-3-day training at client’s location
  • Course materials, examinations, and certificates included.

TESTIMONIALS

What Our Customers Say

“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.”

Workforce Management Specialist

“The course material and instructor were fantastic. I can take a lot away and am armed with a wealth of knowledge. I am excited to put the plans in action.” 

Contact Center Manager

Call Center Campus New Orleans Attendee

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