This one day course looks at developing foundational knowledge and skills in workforce management for service and support centers. No previous workforce management is required to attend this course. Students will learn how to accurately forecast workforce requirements, and use strategic scheduling techniques to maximize operational efficiency.
In this course, you will learn the key process of Workforce Management (WFM).
We will also explore the various components of the Planning and Management process of the contact center, from Service Level/Response Time Objectives, Data Collection and Forecasting, to Real-Time Management and Reporting and Analysis. This will enable you to more effectively and efficiently manage the service and support center processes.
Service and support center supervisors, managers, team leads and anyone new to the workforce management function in your center.
These scheduled courses provide students with live, instructor-led training delivered by HDI faculty. Using web conferencing software and an audio bridge, students interact with the instructor without ever leaving their desk.
View the Virtual Classroom FAQs
HDI can train your team at your facility, eliminating individual travel costs and putting more control in your hands.
HDI can certify your in-house instructor to deliver HDI courses to your staff. Purchase student kits, which include official HDI courseware and a certification exam, when training is scheduled.
This program is ideal for companies training more than 50 support staff annually and those that include HDI training and certification in their new-hire programs.
There are no courses scheduled at this time. Please check back later or contact your account manager for immediate assistance.
Date: 6/7 - 6/9/11
Location: Los Angeles Airport Marriott Hotel 5855 West Century Blvd. Los Angeles, CA 90045