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Skill-Based Routing WFM Challenges

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$375 November 22, 2016 @ 1:00 pm - 2:30 pm

Skill-Based Routing WFM Challenges: Forecasting, Scheduling and Intra-Day Management

This session provides a brief review of the skill-based routing (SBR) design principles and focuses primarily on the changes that will be needed in the workforce management (WFM) operation.  The first step in any effective WFM process is to obtain accurate historical data so the ACD and router setup to support this is critical.  Agent and caller priorities can be useful but can create significant challenges in the planning and intraday management of the operation. Matching the WFM processes to the SBR design will go a long way toward achieving the efficiencies and effectiveness that SBR promises.

Seminar attendees will learn to:

  •    Describe the basic design principles involved in SBR configurations.
  •   Describe the challenges of achieving forecasting accuracy and tips for better data collection.
  •   Identify the process of scheduling agents to match SBR configuration demands.
  •   Describe the challenges of intra-day management of SBR and how to overcome them.


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)

Seminar Access

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.

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