Call Center Workforce Management Certification Boot Camp
Optimizing Workforce Management
3-day hands-on course, includes CWMP certification exam - $2,795
On-site delivery available
RCCSP
  Professional
    Education
       Alliance

Learn from an Industry Authority, Earn your Professional Certification

Course Highlights:

  • Use workforce management software tools
  • Collect call data and interpret trends
  • Forecast call demand using a choice of methods
  • Prepare resource and workload plans
  • Match your workforce to the workload
  • Account for shrinkage, shift spans, days off, and start/stop
  • Schedule contact center staff
  • Address attendance and adherence challenges
  • Monitor real-time variations
  • Devise response strategies to manage intra-day service levels
  • Employ optimization techniques
  • Master skill based routing, multi-channel, and blended calling complexities
  • Perform a workforce management audit
  • Achieve, not just coverage, but superior performance

Overview

Under the guidance of workforce management authorities Margaret Klenke and Michelle Borboa, attendees will learn each and every step in the process: from forecasting, scheduling, and real-time respond strategies; to tactics for optimizing costs, coverage and service levels.

Lecture and peer-to-peer discussions are interspersed with hands-on labs and live demonstrations. Using real-world workforce management tools, you will practice daily forecasting and scheduling tasks, and devise solutions to service level challenges.  The entire third day of the course will focus on optimization techniques you can use immediately to reduce costs, improve service and performance levels, and manage the complexities of skill-based routing, email and chat contacts, and a mixture of inbound and outbound calling.

A Unique and Superior Learning Experience

  • Working with hands-on case problems, you will apply new knowledge to realistic situations that reinforce learning.
  • You will see first-hand how theory is applied to real situations, including some of your own staffing scenarios.
  • Whether you have no workforce management experience or years of experience, no tools or the most sophisticated software, 10 agents or 10,000, the case problems, techniques, materials, and reporting methods presented  here are equally useful and applicable.

You will leave this seminar confident in your mastery of workforce management principles and the practical application of workforce management techniques.

What You Will Learn

  • How to Forecast, including a look at data collection and interpretation, as well as the recommended forecasting techniques used by support centers.
  • How to Calculate Staffing, taking into account shrinkage, and coverage components like shift spans, days off, and start/stop options
  • The Art of Balancing Goals, and balancing the needs of the center with the needs of the staff
  • How to Schedule Staff, including the difficulties faced by call centers today in matching the workforce to the workload, and best practice options on scheduling the workforce and managing service on a real-time basis.
  • How to Optimize Staffing and React to Changes, monitoring intra-day variations, and effecting reaction strategies
  • Workforce Management Science: Everything from analyses and trending, variation and deviation, calculations and correlation, modeling and more.
  • How to Handle Scheduling Complexities and Aberrations, and how to take skill-based routing into account when forecasting, scheduling, and adjusting agent pools

Course Chapters

  • Chapter 1 - Introduction to Workforce Management
  • Chapter 2 - Data Collection and Analysis
  • Chapter 3 - Forecasting Call Center Workload
  • Chapter 4 - Forecasting for Cycles
  • Chapter 5 - Planning Resource Requirements
  • Chapter 6 - Understanding Staffing Trade-offs
  • Chapter 7 - Scheduling Call Center Staff
  • Chapter 8 - Managing Daily Schedules and Service
  • Chapter 9 - Managing Attendance and Adherence
  • Chapter 10 - Skill-based Routing and Scheduling Challenges
  • Chapter 11 - Analyzing Workforce Management Results

Who Should Participate

Optimizing Workforce Management - the Workforce Management Certification Boot Camp is designed for professionals and analysts responsible for workload forecasting and workforce planning and staffing.  Whether you have a few agents or many, workforce management software or none, or are just seeking certification credentials that attest to your abilities, you will benefit from this comprehensive course.

Agenda

Day 1

Chapter 1 - Introduction to Workforce Management

  • What is workforce management (WFM)
  • The impact of poor workforce management
  • What makes call center staffing unique
  • The basic steps of workforce management
  • Integrated workforce management model

Chapter 2 - Data Collection and Analysis

  • The data collection process
  • Sources of call data
  • Data validation and dealing with aberrations
  • Analyzing data relationships
  • Business drivers and factors

Hands-On Lab: Data Analysis

Chapter 3 - Forecasting Call Center Workload

  • Time series analysis
  • Calculating trends
  • Identifying seasonal patterns
  • Calculating day-of-week factors
  • Identifying time-of-day patterns
  • The impact of special events
  • Shortcut forecasting approaches

Hands-On Lab: Forecasting

Chapter 4 - Forecasting for Cycles: Regression and Correlation Analysis

  • Cycle applications
  • Regression analysis of total impact
  • Correlation coefficients for distribution pattern impacts

Hands-On Lab: Analyzing a Billing Cycle

Day 2

Chapter 5 - Planning Resource Requirements

  • Defining service goals: Service level, ASA
  • Calculating average handle time
  • The relationship between workload and calculating staff
  • Calculating staff workload
  • Erlang staffing models

Hands-On Lab: Staffing Analysis Using Software Tools

Chapter 6 - Understanding Staffing Trade-Offs

  • The service-versus-staff relationship
  • Agent occupancy?
  • Calculating staff for outbound calling
  • Calculating staff for email demands

Hands-On Lab: Perform a Consolidation Analysis

Chapter 7 - Scheduling Call Center Staff

  • Balancing contact center and agent needs
  • Basic scheduling principles
  • Calculating schedule requirements
  • The impact of workforce shrinkage
  • Coverage objectives
  • Components of scheduling
    • Shift span
    • Days on/days off
    • Start/stop options
  • Schedule creation case problem
  • Implementation challenges and tips

Hands-On Lab: Shrinkage Calculation and Schedule Creation; Testing Using Software Tools

Chapter 8 - Managing Daily Schedules and Service

  • Tracking schedule adherence
  • Monitoring intra-day variations
  • Tracking and reporting service
  • Daily reaction strategies
    • Staffing plans
    • Call flow strategies

Hands-On Lab: Perform Schedule a Adherence Analysis Using Software Tools

Day 3

Chapter 9 - Managing Attendance and Adherence

  • Impact of adherence problems
  • Quantifying the impact
  • Adherence strategies
  • Attendance strategies

Hands-On Lab: Illustrate and Communicate Call Center Dynamics Concepts

Chapter 10 - Skill-based Routing Workforce Management Challenges

  • Basic design principle of skill-based routing
  • Tips for more accurate data collection
  • Forecasting implications of skill-based routing
  • Scheduling challenges for skill-based routing
  • Intra-day challenges for skill-based routing

Hands-On Lab: Skill-Based Routing Design and the Impact on Scheduling

Chapter 12 - Analyzing Workforce Management Results

  • Forecasting Accuracy Analysis
    • Percent of variation analysis
    • Standard deviation analysis
  • Schedule efficiency analysis

  • Operational efficiency analysis

Hands-On Lab: Application of Calculations

 No travel budget?  No problem. We'll pay your airfare. Click here.

Dates, Locations and Registration

Learn From the Industry's Leading Authorities

Margaret Klenke

Widely regarded as one the contact center industry's authorities on workforce management, Margaret Klenke is a highly sought-after professional consultant, and a leading author of management books and articles on workforce management optimization techniques and methods.
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Michele Borboa

Michele Borboa is a highly sought-after respective workforce management consultant with over 25 years of in-the-trenches experience.  She serves on the Advisory Board to the Society of Workforce Planning Professionals (SWPP).
more...

What some past attendees say...

"The content and delivery was very good. It was clear that presenters knew what they were talking about, and the examples were very practical. I would recommend this program to colleagues because of the content and course structure."
-- Bryant Steward, Vista Print

"I am impressed.  We had a knowledgeable trainer with a lot of experience. A+"
-- Daniel Cooper, Business Analyst, Apollo Group

"This is one of the better training courses I have had.  It really helps you analyze your current processes and gives you ideas for change.  RCCSP is dedicated to making sure you have the knowledge to make improvements in your line of business."
-- WFM Scheduling Supervisor, Regions Bank

"Very good.  The entire organization of this course was very well done (travel, accommodations, personnel).  I'll be transitioning to the primary WFM role. Without this training, this would have been impossible."
-- Michelle Boyd, WFM Analyst, Seagate Technology

"I found the program highly educational and helpful in improving my understanding of my role in WFM.  This course was more comprehensive than other I've attended.  Very impressed with RCCSP."
-- Forecast Analyst, Regions Financial

"On a scale of 1 to 10, I would give the course a 10. It was very informative with lots of information pertaining to my work. I felt I learned many valuable techniques that will help me succeed in my WFM role. RCCSP is a great organization and a wonderful resource for WFM teams."
-- Workforce Analyst, Veterinary Pet Insurance

"My initial thought was to verify if the Alliance certification carried any weight. But, after surfing the web for alternatives, I was referred back to RCCSP. By far the best!!"
-- Eric Johnson, Associate Call Center Manager, ICF International

Recommended Follow-on Courses:
Call Center Management Certification

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Contact Center Metrics, Data Analytics and Reporting

Call Center Engineering 5-day Boot Camp


Call Center Director Training and Certification
News on Workforce Management Certification Training

Workforce Management Certification Welcomed by Canada's Call Center Industry

...Under-scheduling call center agents, even by a small amount, may increase customer wait times exponentially, with potentially catastrophic effects on customer satisfaction. Over-staffing, on the other hand, results in wasted compensation dollars as highly-skilled agents wait idly for the next caller. The larger the center, the more critical the need for skilled analysts who can wield the mathematics and science that underlie the workforce management discipline.
more...

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Prerequisites

Attendees should possess a basic understanding of what a call center is, how calls flow into a center, and basic call center terminology. Course materials are in English, and attendees must possess a high level of English fluency.

In-Class Hardware / Computing Requirements

Participants will have an opportunity to practice workforce management skills in class using software and automated tools.  If you can bring a laptop computer to class, with Microsoft Excel installed, please do so.  If you cannot bring a laptop, or if you do not have MS Excel, you will not be disadvantaged.  Each course lab will be demonstrated in class by the instructor. Software to be used in the classroom will be available for downloading and installation prior to the course.  Spreadsheets, software, installation programs, and other tools will also be provided with the course materials on a USB flash drive.

Certified Workforce Management Professional (CWMP) Certification

Attendees of this accredited course will have an opportunity to earn their industry credentials.  A thorough knowledge of the material imparted in this course will prepare candidates for the following:

  • Certified Workforce Management Professional (CWMP) certification
  • Workforce Management Mastery certificate

These credentials are officially recognized by the RCCSP Professional Education Alliance and its members.

Certified Workforce Management Professional (CWMP)

The Certified Workforce Management Professional certification process consists of three parts:

  • Attendance in a RCCSP-accredited workforce management course (like the one described on this page)
  • A passing score on the 60-question Certified Workforce Management Professional (CWMP) online certification exam
  • Completion and acceptance of a real-world certification project

Class Attendance: Participants will complete a three-day instructor-led course, where they will participate in hands-on learning and group exercises under the observation of a RCCSP Professional Education Alliance instructor.  Upon successful completion of the course, an online login and password will be sent by email with instructions for accessing the CWMP exam.

Certification Exam: After the course, participants will have four weeks in which to take the Certified Workforce Management Professional online certification exam. The CWMP certification exam is comprised of 60 questions and candidates are given 90 minutes to complete the exam. Candidates must achieve at least an 80% score to pass. If you do not pass the exam on your first attempt, you may apply for a retake exam ($95 administration fee applies).

Certification Project: To be completed within 6 months of completing the course. Candidates who have completed the training course and pass the exam are well-prepared to complete the certification project and earn their CWMP.

Candidates will be provided access to a list of project topics and will submit their topic for approval within two weeks of successful completion of the CWMP certification exam.  For a list of popular CWMP projects, visit this page.

To increase the likelihood of every participant successfully completing the certification project, feedback will be provided by the certification review team for the first four weeks after project submission. A personalized, custom-engraved CWMP certification award will be issued following approval and acceptance of the candidate's completed project.

Workforce Management Mastery Certificate

Attendees of this training course are qualified to take the Call Center School Workforce Management Mastery certificate 25-question online quiz.  Sign up for a Mastery Certificate login here.

Registration Fees

The per student registration fee for this training and certification program is $2,795 and includes:

  • 3-day instructor-led training
  • All training materials
  • Course certificate of completion
  • Certification exam fee
  • Workforce management task checklists
  • Take-home USB flash drive Toolkit including articles, software tools and templates
  • Your copy of the leading text on call center workforce management, Call Center Staffing: The Complete, Practical Guide to Workforce Management
  • The Power of One, a easy-read book that communicates to front-line employees the impact each person has on speed of answer, efficiency, productivity, and cost in the call center

Class begins at 9:00 AM and ends at 5:00 PM each day.  On day 3, the class adjourns at 3:00 PM. Business casual attire is appropriate. No jeans or sneakers please.

Register securely online with confidence or please call (708) 246-0320.

Seminar Schedule
Sept 17-19, 2014 Raleigh, NC DoubleTree Suites Raleigh-Durham
Nov 5-7, 2014 Miami, FL Embassy Suites Miami Airport

Maximize Your Training Investment - Attend Courses Back-to-Back

This course immediately follows related courses in select locations:

In-House Training Option

In-house, on-site training offers the added benefits of facilitated team interaction; a confidential environment where plans, processes, and policies can be openly discussed; minimized travel costs; and little or no travel time.  For support centers with a number of managers, supervisors, and team leads, on-site training can maximize your training investment.

Pricing for an on-site course delivered at your location is determined based on a "Base Fee" for up to four attendees, and a per person fee for each attendee thereafter.  On-site fees are all inclusive:

  • Base Fee for up to 4 participants - $9,995 includes:
    • 3-day instructor-led training course
    • All training materials, books, and CDs
    • Instructor's travel and lodging expenses (for onsite presentations of 18 or less participants, in the continental US)
    • Certification exam fees and certificates of completion
    • E-mail and phone support to provide post-course certification project guidance
  • Additional participants - $995 each

Additional travel surcharges will be charged for travel outside of the continental USA and for seminars scheduled within three weeks, or paid for within three weeks, of the onsite delivery date.

The customer site must provide suitable meeting space, any desired meals or refreshments, and the following presentation supplies:

  • Two easels with paper and markers
  • Projection unit and projection screen

Request In-House Training

Optimizing Call Center Workforce Management, On-site Training and Certification, up to 4 participants, $9995
Additional Attendees, $995 per person

More Training and Certification Courses

See the complete calendar of RCCSP Professional Education Alliance Contact Center Training dates and locations.

For more IT, technical and field support training course options, see the RCCSP Help Desk, ITIL, and Support Center Calendar.


Terms & Conditions

Seminar agenda and assigned instructors are subject to change.

Payment is due prior to the seminar.

Public seminar cancellation policy.  Registrants may cancel up to fourteen days in advance of the seminar start date for a full refund, less administrative fees of $400.  Or, you may transfer your registration to another date or member of your company at no additional charge.  Please notify us as soon as possible. Registrants cancelling within fourteen days of the seminar will receive credit, less administrative fees of $400, toward any other Resource Center seminar.

On-site training scheduling and cancellation policy.  On-site training fees must be paid to reserve a training date.  Additional travel surcharges will be charged for travel to training locations outside of the continental USA and for training courses scheduled within three weeks, or paid for within three weeks, of the on-site delivery date.Organizations may cancel up to 21 days in advance of the seminar delivery date for a full refund, less administrative fees of 25% of the base fee.

If for any reason you are unsatisfied with the training, please notify the instructor by the end of the first day. If you decide to cancel the remainder of the training program, the instructor will collect all training materials.  Fees paid, less a prorata one-day on-site training base fee plus any travel surcharges, will be refunded.

Cancellation by provider. In the unlikely event that a seminar must be cancelled by seminar provider due to unavoidable circumstances, you will be notified at least two weeks prior to the seminar date, and your payment will be refunded.

Seminar provider is not responsible for losses due to cancellation including losses and penalties on advanced or non-refundable airfares.

In all circumstances, seminar provider's liability shall be limited to fees received.

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