Workforce Management Certification Program
Duration
2 Days
Program Objectives
- What is workforce management and why is it important.
- How to develop an effective forecast process.
- Forecasting process and terminology.
- Strategies for creative staffing and management
- Scheduling - putting the associates in the right place.
- Intra-Day scheduling and real time management.
Program Tracks
- Resource Planning
- Scheduling
- Intraday Adjustments
- Working the Control Tower
- Analytics and Metrics to Manage Optimizing
- Organization of the Workforce Management Team
- Workforce Management Software Tools
Delivery Methods
On-Site - Private (Courses that are held at your contact center site and are tailored to your timing and content needs)
In-Person - Public (Courses that announced in our training calendar)
Live Webinar (Courses that are held via state-of-the-art Webinar solution and are tailored to your timing and content needs)
On Demand (Courses that held from the comfort of your own home using state-of-the-art Learning Experience Platform (LXP)
