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Workforce Management 1-2-3 Classroom Course

Course Outline Register Now
$2750 November 1, 2017 - November 2, 2017

Get the right number of staff in place at the right time, whilst reducing costs and improving staffing and scheduling efficiencies.

This two day Classroom course is a series of 8 core programs covering the full array of Workforce Management topics of Forecasting, Scheduling, Real Time Management, and Reporting.

Venue: Little Barrier Room, Mercure Hotel, 8 Customs St. East, Auckland New Zealand
Date:  1-2 November 2017, Wednesday – Thursday
Time: NZT 8:30 – 5:00pm.

Workforce Management 1-2-3 provides participants with the theory and practical examples of how to optimally staff your contact centre, front-office and back-office staff in the omni-channel, and the from-any-site world of today’s contact centres.  Achieving high quality service experiences starts with having the right number of appropriately skilled staff in place when needed.

The cost to attend this 2-day training course is $2,750 (+GST NZ only) per person. The seminar fee includes a 185 page workbook, references, and all meals and refreshments.

All attendees who pass the Mastery test at the end of the course will receive a certificate.

Register below and pay online to secure your place.

Modules covered:

  • – Introduction
  • – Data Collection and Analysis: Getting off to the right start
  • – Forecasting Workload: Proven practices for predicting Omni-Channel interaction workload **NEW CONTENT**
  • – Planning Resource Requirements: The maths of contact centre staffing tradeoffs
  • – Understanding Staffing Tradeoffs: Factors to consider
  • – Scheduling Principles and Problems: Solutions to scheduling challenges
  • – Managing Daily Service Levels: An intra-day guide to managing staff and service
  • – Attendance and Adherence: Impact of non-Adherence
  • – Communications for WFM Professionals: Closing the information gap

There are also Workforce Management Electives that you might find valuable. If interested, please don’t hesitate to send an email to [email protected]

#WorkforceManagement #WFM #Optimisation #CCTR #Attendance #Adherence #KPIs

Great Outcomes Workforce Management Scholarships 2018