Call Center Workforce Management Certification

Call Center Campus Workforce Management Certification Training & Symposium – October 22-24, 2025

$1,995.00

In stock

Call Center Campus Workforce Management Certification Course

This course explores the art and science of the Workforce Management function. While WFM best practices vary greatly for centers of different sizes and complexity, the components and their sequencing are the same for all centers.

After completing this course, participants should be able to:

Explain the five components or phases of WFM and their sequencing.
Identify key conflicting tensions that influence the WFM function.
Describe the financial impact of WFM in the contact center budget.
Discuss the relationships among the components and related time periods.
Describe the forecasting process, and ways to avoid common pitfalls.
Explain the importance of a good, fair scheduling process.
Discuss the basic elements of analysis both in measuring performance and for continuous improvement.

9 Modules | ≈ 7-8 Hours

Curriculum:

Gathering Information – The foundation for 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

Registration Includes:

Complimentary attendance to Call Center Campus Symposium
1-day certification workshop
Networking Reception & Awards
Networking Breakfasts & Breaks
Course handbook
Certificate of certification as a Certified Workforce Manager

Dates:

Oct. 22 – 24, 2025

Daily: 8am Continental Breakfast

Oct. 22 | 8am-5pm, Training
Oct. 23 | 8am-5pm, Training/Symposium
Oct. 24 | 8am-5pm, Symposium

Schedule:

• Class starts promptly at 8:00 AM Wednesday Oct. 22nd

• Mid-morning break at around 10:15 AM for 15 minutes

• Lunch break at around 12:00 Noon until 1:00 PM

• Class starts promptly at 1:00 PM

• Mid-afternoon break at around 2:45 PM for 15 minutes

• Class will end at around 5:00 PM

Location:

University of Texas Austin
10100 Burnet Road
Bldg 137
Austin, TX 78758

Hyatt Regency John Wayne Airport, Newport Beach

This Training Workshop is Part of our Call Center Campus Event

Click Here To Learn More About Call Center Campus Week

Lodging

Area Hotels

The properties below are located within a three-mile radius of Pickle Campus.

Group Hotel Rate: Element Austin at the Domain

10728 Burnet Road
Austin, TX 78758
512-212-3055

Book your group rate for Benchmark Portal

You will find the information for your online reservation link below. If you have questions or need help with the link, please do not hesitate to ask. We appreciate your business and look forward to a successful event.

Event Summary:

Benchmark Portal

Start Date: Tuesday, October 21, 2025

End Date: Saturday, October 25, 2025

Hotel(s) offering your special group rate:

Element Austin at The Domain for 189.00 USD per night - Last Day to Book: Sunday, September 21, 2025

Nearest Airport & Directions

Nearest Airport and Directions:
- Austin-Bergstrom International Airport

About The Symposium

Call Center Campus Timeline The Call Center Campus Symposium offers sessions that provide a hands-on learning environment. Attendees can obtain new skills, reflect critically on their work, and learn from other individuals and organizations confronting dilemmas similar to their own. At the same time, call center leaders can learn how to raise their best practice skills to new levels, while sharing their best practices with peers.

BenchmarkPortal intends that attendees gain new and practical insights, as well as strategies that contribute to their organizations’ strengths and sustainability. The training at the Call Center Campus Symposium should also enhance individual leadership skills of attendees. As a Call Center Campus attendee, not only will you benefit from the opportunity to interact with your peers, BenchmarkPortal Experts, and other industry leaders, but you will walk away with incredible tools that can be immediately applied in your center. Our mission is to create a significant networking event for the call center industry – one that focuses on networking and building relationships and that does not require exhibiting or catering to end-users. This event focuses on core topics, hands-on learning, increasing one’s knowledge of best practices and driving success in your career and center.

Call Center Campus Symposium Policy

To ensure a high-value experience for our attendees and maintain the integrity of our curated programming, the following registration categories and rates apply:

Brand Rate – $695

Eligibility:
This rate is exclusively reserved for professionals who work directly for a brand (not a vendor or service provider) and who serve in a primary or strategic leadership role within a contact center or customer experience operation.

Examples of eligible titles:

VP/Director of Customer Experience
Contact Center Manager
Head of Customer Support or Operations
Chief Experience Officer

Note: We reserve the right to verify all registrants at this rate. Those who do not meet the criteria will be reclassified into the appropriate category and invoiced the difference or offered a refund.

Non-Sponsoring Vendor Rate – $1,995

Eligibility:
This premium rate applies to technology providers, BPOs, solution vendors, and service providers that are not official sponsors of the event.

Independent consultants or advisory professionals who provide paid guidance, coaching, or strategy services to contact center or CX organizations fall under this rate.

Note:
Non-sponsoring vendors are welcome to attend but must register at this premium rate. This policy ensures a balanced and brand-focused environment for networking and content.

This elevated rate is designed to maintain the event’s emphasis on peer learning and brand-side insights while still welcoming valuable expertise.

Additional Notes:

We reserve the right to reclassify any registration that does not accurately reflect the registrant’s role or organization type.
If your organization would like to sponsor and access expanded visibility and benefits, please contact us directly for sponsorship opportunities.

Area Hotels

The properties below are located within a three-mile radius of Pickle Campus.

Group Hotel Rate: Element Austin at the Domain

10728 Burnet Road
Austin, TX 78758
512-212-3055

Book your group rate for Benchmark Portal

Event Summary:

Benchmark Portal

Start Date: Tuesday, October 21, 2025

End Date: Saturday, October 25, 2025

Hotel(s) offering your special group rate:

Element Austin at The Domain for 189.00 USD per night - Last Day to Book : Sunday, September 21, 2025

Early Bird Discount:

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Signing up today and need an Early Bird Discount code right away? Contact us to receive your discount.
Click here to Contact us.

COE Preferred Partner Discount:

Center of Excellence Members - 15% off. Please contact your relationship manager or review your certification notification letter to get your preferred partner discount code. Discounts cannot be combined with other offers or discounts.

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! 1-800-214-8929 Ex. 1 or Email Us Today. Group discounts cannot be combined with other offers or discounts. Groups must all be submitted and registered at the same time in order to receive the group discount.

Group Attendee Discount Breakdown:
2-5 Attendees | 10% Discount
6-10 Attendees | 15% Discount
11-15 Attendees | 20% Discount

"I have love being connected to BenchmarkPortal and the valuable information that is provided. Has been an amazing experience." Call Center Campus Attendee

"Definitely can take things back to improve effectiveness in our center." Call Center Campus Attendee

"This experience was invaluable. Being able to meet peers and discuss successes and challenges, was a great learning and growth experience." Call Center Campus Week Attendee

"Well organized, we were properly informed of all events and it was a good use of our time. Joe is a great instructor and Crystal provided excellent customer service." Call Center Campus Attendee

"Benchmark Portal's Call Center Symposium is an excellent event! The content shared covers tried-and-true as well as tried-and-failed solution discussion opportunities for problems unique to the contact center industry. The forum allows participants to network, share ideas, and walk away with immediately applicable actions they can take back to their teams to begin making positive impacts. It's always a pleasure to attend this event and meet with other contact center professionals who really "get" it!" Mindy Lamb Director, Call Operating Effectiveness Cigna

"An amazing event with wonderful carefully chosen speakers with much good information to impart. It was energizing! I felt totally rejuvenated about our contact center and how we can make it better!! This was well worth the trip and the time to come! Makes me want to work even harder to engage and motivate our agents!" Cindy Trow, Quality Assurance Manager, MedicAlert Foundation

"I have learned new information on how to apply changes based off of the collective sharing of knowledge performed at the class as well as at the symposium." Call Center Campus Attendee

"This event including our Center of Excellence certification was really useful. It brought to us many areas for improvement and made us think of new initiatives in Al Hilal Bank." Eman Amein, Quality Manager, Al Hilal Bank

"Very good conference. Very informative and the presenters were very knowledgeable and presented the information well." Tim Dawkins, Associate Manager Member Services, MESSA

"Workforce Management class and the Symposium gave us a wealth of knowledge that we will take back and start to work on." Clint Rosser, Manager of Installation and System Support, Karmak Technologies

"Thank you for inviting us and allowing us to share a little of our story. The whole week was a great, each of us took away something from the training and networking event. We look forward to attending Call Center Campus again." Matt Conant, Director Customer Experience, PLATO Learning

American Family Insurance	Desjardins Cards Services	Delta Dental of California
State of North Carolina	Hewlett Packard	Columbia Sportswear
Redbox	Sirius XM	Egis Projects Canada
IBM	State of Georgia	Pitney Bowes
Bright Horizons	Safe Auto	State of Michigan
Booz Allen Hamilton	McKesson	Bank of America
Sierra Health	Boeing	Medtronic
Verizon	John Deere	AT&T
Perrier	Urban Outfitters	Nestle
Chicos FAS Inc	Edfinancial	Cisco
AAA Clubs	Harris Bank	Nationwide
Hilton	Fujitsu	Cablevision
Choice Hotels	Ride UTA	GAF
University of Michigan	Hyatt	Mazda
3M	PLATO Learning	TD Ameritrade
Principal Financial Group	Williamson-Dickie Mfg. Co.	Georgia Perimeter College
Veterans Administration Health Resource Center	National Government Services/WellPoint	Egis Projects Canada Inc.
Atlantis Resort & Casino	George Mason University	Employees Retirement System of TX
KPMG	Citizens Energy Group	Emaratech
Capital Market Authority, CMA	Nutri-Health Supplements	Oxford Properties Group
Gift Certificates.com	Royal Credit Union	SXC Health Solutions
BroadStar	Albridge Solutions	RCI
Verifone	Metro Credit Union	VistaPrint
Forethought Life Insurance Company	Indianapolis Power & Light	Viracor-IBT Laboratories
Dayton Power & Light	Motion Picture & Television Fund	Department of Treasury
Groupon	Cigna	Roche
NorthWestern Mutual	Smith Haynes & Watson	United Healthcare
Herbalife	United States Coast Guard	Security Assistance Corporation
Symcor	Portico Benefits	NIPSCO

In-Person Course Cancellation Policy:

All students attending a In-Person/Classroom/Symposium course have up to thirty (30) days before start date to cancel registrations for a refund. Any cancellation within 30 days will become a credit for a future course. Credits must be used within one year (12 months of issue).
Any cancellations within 14 days before the in-person course/symposium will incur a $100 late cancellation fee. This fee will be deducted from your credit.
In rare instances, a course will be cancelled, rescheduled or postponed:
- All students attending in-person courses have up to thirty (30) days before start date to cancel your registration for a refund. Any cancellation within 30 days will become a credit for a future course. Credit must be used within one year (12 months of issue.)
- Any cancellations within 14 days before the course will incur a $100 fee. This fee will be deducted from your credit.
- You may receive a full refund or we can issue a credit for your company
- BenchmarkPortal cannot be held responsible for penalties resulting from travel arrangements of any kind.
- In the event that we do have to cancel a training course at the last minute, the college manager will contact you to either reschedule you into an alternate course or provide you with a full refund of the course price.
No shows will pay full course rates.

Purchasing Information:

Full payment is required 1-day prior to attendance.
If you are purchasing one or more of the courses with a business credit card please check your daily limits to avoid any possibility of the transaction getting declined (most cards have a $1,000 daily limit).

General Information:

After completion of an in-person course, you will receive a certificate on the final day of class.
Certification through BenchmarkPortal and the College of Call Center Excellence is an achievement that is recognized internationally.