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 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
  • 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 you 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

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

**Content and material may be updated without prior notice.

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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