Call Center Workforce Management: The Basics and Beyond 2-day training seminar, $1495

Overview

This call center management training course is designed to improve the skills of those responsible for generating higher levels of call center performance through focused and effective workforce management practices.

During the training course approximately 25 percent of the time is devoted to each topic covering the basics, and the balance is spent on intermediate and advanced principles and applications. Those new to workforce management will get a primer on the basics and a crash course in more advanced principles. Seasoned practitioners will get a refresher on foundational concepts before moving their skills to the next level.

As contact centers become more complex, the importance of having the right staff and supporting resources in the right places at the right time becomes ever more crucial to success. In this training seminar, you’ll learn how to build on basic concepts to create a workforce planning culture that drives continuously improving performance. Call Center Workforce Management seminar uses a hands-on workshop approach that brings principles to life, encourages participation, and generates results.

You'll learn effective ways to:

• Improve the quality of historical data
• Use advanced tools to build better forecasts and schedules
• Integrate staffing needs for other channels into schedules
• Develop a tiered staffing approach that improves efficiency and morale
• Create a plan to "react in advance"
• Account for the impact of advanced routing schemes
• Prepare for the future with long-term models
• Increase your value to the organization by...
  • Increasing forecast accuracy
  • Preparing more effectively for long-term planning and budgeting
  • Reducing the chaos in your center
  • Improving the consistency of operational results
  • Generating higher levels of employee and customer satisfaction

Who should attend?
This training course is ideal for those responsible for workforce planning and management in the call center.

Agenda

2-Day Program Sample Topics:

Cleaning the Data

• The Basics
  • Proper phone mode usage
  • Accounting for special events
• Intermediate and Advanced Principles and Applications
  • Indexing past volumes
  • Segmenting call volume
  • Defining Average Handle Time (AHT) variances

Forecasting

• The Basics
  • Historical and event-driven forecasting
  • Using spreadsheets and (WFM) systems
• Intermediate and Advanced Principles and Applications
  • Driver-based forecasting
  • Commercial forecasting systems
  • Cross-over interval forecasting

Staffing

• The Basics
  • Erlang C
  • Service level vs. occupancy
• Intermediate and Advanced Principles and Applications
  • Computer simulation
  • Staffing models

Scheduling

• The Basics
  • Shift bids
  • Vacation scheduling
  • Managing peaks
• Intermediate and Advanced Principles and Applications
  • Tiered scheduling
  • Multichannel scheduling

Real-Time Management

• The Basics
  • Key metrics
  • Intraday adjustments
• Advanced Layer
  • Reacting in advance
  • Forecasting expected queue lengths

Measuring and Reporting

• The Basics
  • Accuracy measurements by interval
  • Identifying causes of substandard results
• Intermediate and Advanced Principles and Applications
  • Illustrative graphics
  • Adherence accuracy

Registration Fees and What's Included
The per student registration fee for this seminar is $1,495 and includes the seminar, course materials, refreshments, continental breakfast, and lunch. Seminar materials include:

• A comprehensive course manual
• Glossary of call center terms
• A complimentary issue of Call Center Management Review
• Article reprints and white papers
• A trip report, action plan and handsome certificate of completion

Class begins at 9:00 a.m. and ends at 5:30 p.m. Dress is business casual.

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

Seminar Schedule

June 23-24, '09

Minneapolis, MN

Location to be Assigned

, dates & locations

Payment is due prior to the seminar.  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 seminar. Multiple attendee registration discounts apply only to attendees from the same company attending the same (day and location) 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 $300.  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 $300 toward any other Resource Center seminar.  There will be no refunds or credits for non-attendance.

In the unlikely event that a seminar must be cancelled, you will be notified at least two weeks prior to the seminar date. Seminar provider is not responsible for losses due to cancellation including losses on advanced purchase airfares.  As seminars are cancelled for under-enrollment from time to time, we strongly recommend that registrants traveling by air purchase only refundable tickets.

Seminar agenda subject to change.

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