Contact Center Workforce Manager Training
All Workforce Management Staff • Certification Course
Overview
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
-
- 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
Introduction to Workforce Management
2 Sections
You and Your Center
3 Sections
Metrics and Interrelationships
4 Sections
Components of Workforce Management
2 Sections
Data Gathering
2 Sections
Forecasting
4 Sections
Planning & Scheduling
4 Sections
Real-Time Optimization
2 Sections
Analyze
3 Sections
$995.00
Details
For All Workforce Management Staff
On Demand Course (Self - Paced)
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
Contact Center Workforce Manager Training 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-day training at client’s location or 3-day virtual course
- Course materials, examinations, and certificates included.