The Art and Science of Call Center Workforce Management
3-day hands-on training course, includes certification exam - $2,495
On-site delivery available
Professional
Education
Alliance
| Workforce
Management Professional Certification Boot Camp The Art and Science of Call Center Workforce Management 3-day hands-on training course, includes certification exam - $2,495 On-site delivery available |
RCCSP Professional Education Alliance |
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Learn from an Industry Authority, Earn your Professional Certification Course Highlights:
Overview Under the guidance of workforce management authority Margaret Klenke, 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
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
Course Chapters
Who Should Participate The Art and Science of Workforce Management training and certification course 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
Chapter 2 - Data Collection and Analysis
Hands-On Lab: Practice Using Call Volume and Workload Graphing Software Tools Chapter 3 - Forecasting Call Center Workload
Hands-On Lab: Time Series Analysis Calculations Chapter 4 - Planning Resource Requirements
Hands-On Lab: Perform a Staffing Analysis Using Software Tools Day 2 Chapter 5 - Understanding Staffing Trade-offs
Hands-On Lab: Perform a Consolidation Analysis Chapter 6 - Scheduling Call Center Staff
Hands-On Lab: Shrinkage Calculation and Schedule Creation; Testing Using Software Tools Chapter 7 - Managing Daily Schedules and Service
Hands-On Lab: Perform Schedule a Adherence Analysis Using Software Tools Chapter 8- Managing Attendance and Adherence
Hands-On Lab: Build a "Power of One" Game to Illustrate and Communicate Call Center Dynamics Concepts to Agents Day 3 Chapter 9 - Forecasting Accuracy Analysis
Hands-On Lab: Calculate Standard Deviation Using Excel Chapter 10 - Forecasting for Cycles: Regression and Correlation Analysis
Hands-On Lab: Analyze a Billing Cycle Chapter 11 - Skill-based Routing Workforce Management Challenges
Hands-On Lab: Skill-Based Routing Design and the Impact on Scheduling Chapter 12 - Performing a Workforce Management Audit
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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. You will not need to bring your laptop to class the first day. Certification Opportunities 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 certification exams:
These certifications are officially recognized by the RCCSP Professional Education Alliance and its members. Workforce Management Mastery Certification Management Mastery Certification process consists of two parts:
Class Attendance: Participants must complete an accredited two-day or three-day instructor-led course, or virtual training series equivalent. This training course fulfills the requirement. Upon successful completion of the training, and exam registration, an online login and password will be sent by email with instructions for accessing the Workforce Management Mastery Certification exam. Certification Exam: After the training course, participants will have four weeks in which to take the online Workforce Management Mastery Certification exam. The certification exam is comprised of 25 multiple choice questions and candidates must achieve at least an 80% score in order to obtain certification. Candidates may refer to the course manual and their notes. Certified Workforce Management Professional (CWMP) The Certified Workforce Management Professional certification process consists of four parts:
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 earn their Workforce Management Mastery Certificate, and another four weeks in which to take the Certified Workforce Management Professional online certification exam. The CWMP certification exam is comprised of 50 questions and candidates are given 90 minutes to complete the exam. Candidates must achieve at least an 80% score in order to obtain certification. Certification Project: To be completed within 6 months of completing the course. Participants 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. Topics will include tasks covered in the training course. 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. The Certified Workforce Management Professional certification will be awarded upon approval and acceptance of the candidate's completed project. Registration Fees The per student registration fee for this training and certification program is $2,495 and includes:
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.
Maximize Your Training Investment - Attend Courses Back-to-Back This course immediately follows related courses in select locations:
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:
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:
In-house private instruction, Workforce Management Mastery Certification Exam, and the Certified Workforce Management Professional certification examination are available in:
Request In-House Training 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.
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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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