On-Site Contact Center
Workforce Management Training
The on-site workforce management workshop covers the entire WFM process – from the gathering of data to the production of forecasts, schedules and budgets. We include lessons that benefit attendees from any size organization, large and small, with real-world examples of solutions that work in practice – not just theory. Participants will learn:
What processes make up the foundation of an effective call center Workforce Management practice
How to gather the right data at the right time to optimize call center scheduling and staffing
Results reporting that drives effective decisions and actions
How to build forecasting models that work – including how to use Excel to do time series modeling
Options for building staff plans that meet budgeting and scheduling needs
How to build an Erlang C-based staffing model
A change management approach that helps overcome the “Big Brother” syndrome too often associated with Workforce Management
How to gather the right data at the right time to optimize call center scheduling and staffing
Results reporting that drives effective decisions and actions
How to build forecasting models that work – including how to use Excel to do time series modeling
Options for building staff plans that meet budgeting and scheduling needs
How to build an Erlang C-based staffing model
A change management approach that helps overcome the “Big Brother” syndrome too often associated with Workforce Management
BenchmarkPortal can improve the performance of your customer service center – – and your career – – with BenchmarkPortal’s College of Call Center Excellence certification training!
Value and Experience
Quality Based on Data and Research
Career Enhancement
Community and Sharing
Competitive Advantage
Save on employee travel cost
Minimize time away from work
Workshop Includes:
2-day training
Course materials and certificates
Up to 15 people – with flexible options to meet your needs
Call Center Workforce Management Training Workshop Agenda:
Gathering Information – The foundation for all workforce management practices
- Driving forces in contacts and their arrival
- Organizational Target Setting – planning for key outcomes
- Establishing targets and measures for individual performance management
- Acquiring the necessary data to plan the organization
- Introduction to staffing models – different types and when to use them
- Planning your telecom infrastructure and needs
Forecasting – Setting the framework for contact center success
- Call Center forecasting made simple
- Different forecasts for different needs – Long term, mid-term and short term forecasts and what they do
- Advanced forecasting techniques
- Organizational participation in forecasting and planning
- Blending it all together – Call Center best practices in forecasting and planning
Planning – Matching supply to demand
- Understanding planning options
- Analyzing call center costs and benefits when planning
- Building staffing models – data required, using Erlang b and Erlang c formulas
- Occupancy modeling – pros and cons
- Meeting the goal of Workforce Management through successful scheduling
- Information tracking to improve future call center hiring and scheduling
Optimizing Performance – Real-time adjustments to the plan, forecast and data
- Plan to NOT fail – good planning vs. crisis management
- Call Center service level and quality
- The Power of One
- Communicating with operations leaders – partnering for real-time success
- What to monitor – call center key metrics and reports for the real-time team
- Adherence vs. conformance – which matters more
Analysis – Reviewing the outcomes to determine improvements to the next forecast and plan
- Key data in contact center planning
- Communicating results
- Data vs. information – how to produce reports that matter
- Tying it all together the Workforce Management overview
Change Management – Preparing leaders to lead workforce management change
Best practices in contact centers and workforce management final review
Option To Customize Call Center Training:
Our on-site call center training provides a cost-effective way to optimize training for your specific needs. Our expert instructors can work with you to ensure that the curriculum is geared toward your problems and aimed at attaining your goals — so that you can successfully elevate your contact center to new levels of excellence. A conference call would be set up to discuss and customize the training to your centers needs.
- The instruction can include use of your data and your operational circumstances, for maximum impact
- Teachers will customize the experience by focusing on specific areas of interest to you.