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.

Nearest Airport & Directions

Nearest Airport and Directions:
- Austin-Bergstrom International Airport

EARLY Bird Discount:

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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

OnDemand Course Cancellation Policy:

All students attending a OnDemand course any cancellation within 30 days after starting will become a credit for a future ondemand course. Credits must be used within one year (12 months of issue).
You will have 4 attempts to pass the final exam with a score of 85% or greater. If you do not pass it within 4 attempts you will have to retake the course.

Live Online Course Cancellation Policy:

All students attending a Live Online 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 live online course. Credits must be used within one year (12 months of issue).
Any cancellations or transfers within 14 days before the course will incur a $250 late cancellation/transfer fee. This fee will be deducted from your credit.
In rare instances, a course will be rescheduled or postponed:
- BenchmarkPortal will provide you at least 24 hours notice
- You may receive a full refund or we can issue a credit to your company
- In the event that we do have to cancel a training course at the last minute, your relationship 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 also pay full course rates.

In-Person Course Cancellation Policy:

All students attending an In-Person/Classroom 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 course will incur a $100 late cancellation fee. This fee will be deducted from your credit.
In rare instances, a course will be canceled, rescheduled or postponed:
- You may receive a full refund or we can issue a credit to 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 more than one course 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 a Live Online Course, you will receive by email a Certificate of Completion.
Certification through BenchmarkPortal and the College of Call Center Excellence is an achievement that is recognized internationally.
The recommended internet speed is 2 MB & the minimum speed is at least 512 KB for the download speed on DSL or Broadband connection (wired or wireless).

"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." Call Center Campus New Orleans Attendee

"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." Live Online Attendee

"Awesome learning experience! Combining the book materials with the real life experiences." Joe Domerez, Manager, Call Center Campus Coaching For Performance

"I thought the information and the trainer were great! I am required to provide a summary of my experience to my Vice President, and it will include a glowing review!" Online Training

"I loved this course. The methodology options provided will be invaluable for coaching sessions to assist in reaching the desired result in behavior change. I particularly enjoyed conferencing with other contact centers, hearing about the similar experiences regardless of the size of center and the location and hearing fresh ideas. Great stuff!" Spencer, Customer Care Supervisor, Egis Projects Canada

"A wonderful experience from start to finish. So much valuable knowledge from both the instructor and my peers. Would definitely recommend to others." Patty Lewis, AVP Customer Service, USHealth Group - Call Center Campus New Orleans

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