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.

What You Will Learn

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.

Who Should Attend?

Service and support center supervisors, managers, team leads and anyone new to the workforce management function in your center.

Course Outline


  • Gathering WFM issues from participants to incorporate into course topics or handle at the end of the course.

Module 1: What is WFM?

  • Defining WFM
  • The Planning and Management Process
  • Stages and Organizational Structure of WFM groups
  • 6 step process for holiday planning
  • WFM Maturity Grid

Module 2: Forecasting

  • Four Key terms: Talk Time, After Call Work Time, Handle Time, Workload
  • Forecasting Methodologies
  • Common Forecasting Issues

Module 3: Resource Staffing

  • Calculating Staffing Needs
  • QueueView
  • Six Immutable Laws
  • Staffing Model
  • Shrinkage
  • Response Time Calculation

Module 4: Scheduling

  • The Demand Curve
  • Scheduling Process and Practices
  • Scheduling Challenges and Options

Module 5: Effective Real-Time Management (RTM)

  • Three Key Principles of RTM
  • Communications
  • RTM Monitoring
  • Proactive Planning – Escalation Plan

Module 6: WFM Reporting & Analytics

  • Data Administration: People, Time Management & Contacts/Calls
  • WFM Metrics and Strategic Line of Sight
  • Data Visualization

Module 7: Summary & Next Steps

  • Six Key Learnings
  • Action Plans/Next Steps 

Virtual Classroom

<b>Price: </b>$899

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.

  • Minimize the impact on your daily schedule by only training eight hours over one day.
  • Learn only what you need to with targeted, topic-specific courses.
  • Ask questions and interact with the instructor.

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Private Group Training

HDI can train your team at your facility, eliminating individual travel costs and putting more control in your hands.

  • Control class size and pick training dates that accommodate your business schedule.
  • Focus on your organization’s key issues and pain points.
  • Save money. With groups of eight or more, this option is often more cost effective.
  • To learn more about this program, contact an account manager or call 1.800.248.5667.

HDI Corporate Training Program

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.

  • Learning is facilitated by someone who knows your business intimately.
  • Your instructor can customize specific areas (e.g., show actual company reports).
  • Your company controls the training schedule.
  • To learn more about this program, contact an account manager or call 1.800.248.5667.

There are no courses scheduled at this time. Please check back later or contact your account manager for immediate assistance.


HDI offers courses in cities throughout North America. Don’t see a class near you or when you would like to attend? Contact your Account Manager or find an HDI Partner to discuss your needs.

HDI Support Center Analyst

Date: 6/7 - 6/9/11

Location: Los Angeles Airport Marriott Hotel
5855 West Century Blvd.
Los Angeles, CA 90045

Full Course Description