| Call Center Online Training Course Intro to Call Center Workforce Management : A Supervisor's Guide to Staffing and Scheduling 1-½ hour instructor-led online training course, $300 Volumes and series discounts available  |
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Overview
In this instructor led call center online training course you will learn about the implications of getting the numbers wrong, as well as the step-by-step process of effectively forecasting calls, calculating staff requirements, creating staff schedules, and tracking daily service and performance. You will also learn about the critical tradeoffs between staffing, service, and cost and how each of these tradeoffs affects the final staff count.
By participating in this live Web seminar you will learn to:
- Define workforce management and its implications on cost and service.
- Describe why call center staffing is such a unique kind of problem.
- Outline the step-by-step process of forecasting calls, calculating staff, and creating workforce schedules.
- Identify the impact that every single individual has on meeting service goals and balancing workload.
- Outline ways to improve attendance and schedule adherence.
Participating Procedure
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.
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.
| 7-part Call Center Workforce Management Web-Based Training Series | $1,925 |  |
| 10-part Call Center Supervision Web-Based Training Series | $2,500 | |
To register, click on the "Book Now" button or please call (708) 246-0320
Seminar Schedule
| Apr 2, '09 | 1:00 pm CST | Web Seminar | |
| July 9, '09 | 1:00 pm CST | Web Seminar | |
| Oct 29, '09 | 1:00 pm CST | Web Seminar |
Click here to learn about
,
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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