Contact Center Workforce Manager Training

All Workforce Management Staff • Certification Course

Overview

“What am I missing?” is the question most WFM managers ask. Covering all the bases is both science and art – – and this workshop course details the entire process – from the gathering of data, to forecasting, budgeting, scheduling, etc. We include lessons that benefit both rookie and seasoned attendees from any size organization.

You will take away immediately-useful information that will save money, improve customer experiences and enhance your professional skills for this critical contact center function.

What You’ll Learn

As a result of this course, participants will:

- Components of a comprehensive WFM Strategy
- Terminology and metrics used in WFM
- How to gather the right data, at the right time, to optimize operations
- Different phases of forecasting, planning, optimizing and analyzing
- Calculating Utilization and Shrinkage
- Overcoming the “Big Brother” syndrome too often associated with Workforce Management

Objectives

Details

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For All Workforce Management Staff

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On Demand Course (Self - Paced)

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9 Modules | ≈ 7-8 Hours

Testimonials

“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.”

Workforce Management Specialist

“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.”

Contact Center Manager

Call Center Campus New Orleans Attendee