Performing a Workforce Management Audit
1½-hour instructor-led online training course, $300
Volume and series discounts available
Dates, Locations and Registration


Overview

For many organizations, there are gaps or at least doubts as to the effectiveness of the workforce management operation. This session is designed to provide the step-by-step processes needed to analyze the current operation, processes, and results. These include organizational design, division of labor, forecasting accuracy, appropriate "what if" analysis, scheduling that balances company and employee needs, and an intra-day management process that delivers consistent results with a minimum of intervention. Seminar attendees will learn:

  • About the possibilities and advantages of various WFM team organizations.
  • How to identify relevant "what if" analyses key for staffing success.
  • How to create scheduling checklist that will maximize personnel utilization.
  • How to design an intra-day process that ensures a balance of service and efficiency.

How to Participate

Use your Internet browser and your telephone to participate. No special software required. Two days prior the seminar, you will receive an email containing access instructions for the web portion and the telephone number to call. On the day of the seminar you will point your browser to a designated web page for the visual portion of the seminar and dial a toll free number for the audio portion. (Outside of North America you will dial a direct access number.) You will be able to view the seminar presentation, participate in live polling, and ask e-mail questions through your computer. Your telephone will enable you to ask audio questions or comment on points made during the presentation. An unlimited number of students may participate around a single web/audio connection.

Registration Fees

The fee for this seminar is $300 per computer connection, for a 90-minute session. Any number of individuals may participate around a single web/audio connection.

Volume Discounts

  • Purchase 5 or more connections for any Call Center Online Training courses (mix and match) for only $270 each.
  • Purchase 10 or more connections for any Call Center Online Training courses (mix and match) for only $245 each.

Certification Series Discounts

This seminar is included in the following certification series.  To learn more about the series, or to purchase one connection for the entire series, follow the 'click here' link below.
11-part Call Center Workforce Management Comprehensive Web-Based Training Series $2,495

To register, click on the "Book Now" button or please call (708) 246-0320

Seminar Schedule
Jun 18, 2010 10:00 AM CST Web Seminar
Oct 22, 2010 10:00 AM CST Web Seminar

Click here to learn about Click here to see the entire seminars calendar, dates & locations


Payment is due prior to the seminar, including payment on purchase orders.  If payment is not received, a credit card hold will be required for participation.  This card will only be processed if payment has not been received within two weeks following the conference.

Cancellation Policy.  Registrants may cancel up to fourteen days in advance of the seminar start date for a full refund, less administrative fees of $125.  Or, you may transfer your registration to another member of your company at no additional charge.  Registrants cancelling within fourteen days of the seminar will receive training credit, less administrative fees of $125 toward any other Resource Center seminar.  There will be no refunds or credits for non-attendance.

Agenda, course dates, and locations are subject to change.

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The Resource Center for Customer Service Professionals LLC
PO Box 401, Western Springs, IL  60558
Tel: (708) 246-0320   Fax: (708) 246-0251

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Last modified March 29, 2010