Contact Center Training

Workforce Management Training

The 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

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

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

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