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Workforce Management Series

Course Outline Register Now
$3750 September 20, 2016 @ 1:00 pm - November 22, 2016 @ 2:30 pm

A series of 11 webinars covering the full array of Workforce Management topics of Forecasting, Scheduling, Real Time Management, and Reporting.  Held Tuesday afternoons at NZT 1:00 – 2:30pm, AEST 11:00am – 12:30pm, SGT 9:00am – 10:30am.

The Workforce Management series provides participants with the theory and practical examples of how to optimally staff your contact centre, front-office and back-office staff in the multi-skilled, multi-channel and multi-site world of today’s contact centres.  Achieving high quality service experiences starts with having the right number of skilled staff in place when needed.  Complete the full series of webinars and sit the mastery test to achieve certification.

These 90 minute web seminars on Tuesday afternoons fit easily into your week.  For each registration you can have an unlimited number of participants at your site, so fill the room!
Register below, pay online for the entire series and receive a discount – pay for 10 classes and join all eleven! Series Dates: Tuesdays, starts 20 September 2016.

Entire series NZ$3,750 (+GST NZ only), one fee per site/location, so fill the room!

Classes in the Series:

Data Collection and Analysis: Getting off to the right start!
Forecasting Fundamentals: Proven practices for predicting call workload
Calculating Contact Centre Staff: The maths of contact centre staffing tradeoffs
Scheduling Principles and Problems: Solutions to scheduling challenges
Managing Daily Service Levels: An intra-day guide to managing staff and service
Introduction to WFM: An overview of the WFM process
Attendance and Adherence: Getting and keeping bodies in seats
Advanced Forecasting Techniques: Fine-Tuning Workload Predictions
Skill Based Routing Design: Balancing Customer, Agent, and Centre needs
Skill Based Routing WFM Challenges: Forecasting and scheduling for SBR scenarios
Communications for WFM Professionals: Closing the information gap

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