3 Day Training - 2 Hour Sessions - Live Online Call Center Training
| Date: | August 1-3, 2012 |
| Location: | Live Online |
| Hours: |
2 Hour Sessions 10am - 12pm PT 11am - 1pm MT 12pm - 2pm CT 1pm - 3pm ET |
| Price: |
$599 - Includes online course, and a call center benchmarking survey/report with a follow-up web-ex style presentation of your benchmarking results. |
Call Center Workforce Management Certification Course Web Page »
Best Call Center Training in the Industry »
Testimonials and Video Testimonials »
Sample List of Previous Attendees »
Watch the Workforce Management Certification Course Video »
BenchmarkPortal offers one of the most highly regarded 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 you need to improve your center's performance. You will be able to return to your business and drive effective change for your contact center and use 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
3 Day Training - 2 Hour Sessions - Live Online Call Center Training:
Our live online call center training provides a cost-effective way to maximize your training, provide virtual training in your call center or home, and cover the key challenges you need to address to successfully elevate your contact center to new levels of excellence.
- Class size allows one-on-one interaction with the instructors
- Save on employee travel cost
- Minimize time away from work
Call Center Workforce Management Certification Training Course Agenda:
-
Gathering Information
The Foundation to all Workforce Management practices -
Forecasting
Setting the framework for Contact Center Success -
Planning
Matching Supply to Demand -
Analysis
Reviewing the outcomes to determine improvements to the next forecast and plan -
Change Management
Preparing leaders to lead Workforce Management change - Best practices in contact centers and Workforce Management final review
Discounts:
Preferred Partner Discount: Center of Excellence Members 15% off.
Group Discounts: If you have 2 or more individuals that would like to take the call center training course please contact us for a group discount!
Online Contact Form | 800.214.8929 Ext. 1
Cannot be combined with other offers or discounts.
Benchmarking Separates us From the Competition
One of the main things that separates our call center training from others is that we use benchmarking to demonstrate our best practices and training. BenchmarkPortal has the world’s largest database of call center metrics and all of our students participate in our call center benchmarking survey as part of this course. This Complimentary Call Center Benchmarking Report and Web-ex Style Presentation of Your Benchmarking Results provides your company with a snapshot of your call center vs. industry peers and an entry into this years Top 100 Call Center Contest.
- Benchmarking measures how well your organization is currently performing compared to your competitors and other top organizations in North America.
- Identify the KPI's in your call center and learn how you can improve the company's bottom line.
- Comparisons indicate competitive strengths and weaknesses, and help to overcome the typical barriers to change.
- You can further magnify performance gaps by calculating the dollar value of poor performance and create a higher ROI.
