Communications for WFM Professionals: Closing the Information Gap
Workforce planners sometimes speak their own specialized language in terms of erlangs, occupancy, and adherence. Unfortunately, it’s a language not always understood by others in the centre, including the senior management team as well as supervisors and frontline agents. It’s important to the success of the schedule plan to get cooperation and schedule adherence from supervisors and agents and you’ll want to speak management’s language to get approval for the resources needed.
This session is all about ways to improve your communication, build stronger relationships and educate others about the WFM process and its value to the organization. Learn about four types of communication styles, how to identify your style and ways to adjust your communication to those who tend toward a different style. Hear about conflict management strategies to help you more effectively interact with all levels of call centre professionals.
Seminar attendees will learn to:
- Communicate the value and importance of WFM throughout the organisation.
- Outline the steps of the WFM process in easy-to-understand language.
- Educate others about their role in the WFM process.
- Identify communications styles and techniques to maximize interactions.
- Describe conflict management strategies to improve WFM relationships with other groups.
Facilitated by: Giles Potter, Director, Great Outcomes
Giles is a speaker, author and experienced Consultant, who has been leading service industry change and development for over 13 years, after holding senior roles in the financial services industry. As a Management Consultant, Giles has worked with executive leaders in many of New Zealand’s government agencies and global corporations.
Web Seminar Cost : $375.00 + GST (first connection)
The cost of your first connection is $375. An unlimited number of students may attend via a single web/audio connection. You can get a discounted price of 25% off for all connections purchased when you buy more than one (discounted to $281.25 each)
Access to web seminars in the Masters Series is provided via an Internet connection and a separate audio (telephone) connection. Two days prior to each seminar, you will receive email access instructions for the web portion and the telephone number to call.
Attend the five core sessions in the Workforce Management Track and take the Mastery Exam to earn certification. Students achieving 80% or higher score on the exam will receive certification from The Call Centre School. The certification processing fee per student is $35 for web seminar attendees; there is no certification charge for classroom participants.