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


9 Modules | ≈ 7-8 Hours


Course Objectives


Introduction to Workforce Management


You and Your Center


Metrics and Interrelationships


Components of Workforce Management


Data Gathering








Real-Time Optimization




About the 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.


What Our Customers Say

“I am very glad I came to this course and brought my direct reports as well. It validated some of the informal processes we had in place and also gave us additional techniques and best practices to enhance our efforts.” 

Call Center Campus Attendee

 April 2017

“I feel this training made an enormous impact in my life and will allow me to be more efficient in my job role!” 

Shawn Lanham

Allied Benefit Systems, Inc., Call Center Traffic & Scheduling Analyst.

Book A Course Today!

View All CoursesContact Us
Translate »