In-person Seminar. 3-day instructor-led training and certification.
Overview
Under the guidance of workforce management authority Margaret Klenke, attendees
will learn each and every step in the process: from forecasting, scheduling, and
real-time respond strategies; to tactics for optimizing costs, coverage and service
levels.
Lecture and peer-to-peer discussions are interspersed with hands-on labs and live
demonstrations. Using real-world workforce management tools, you will practice daily
forecasting and scheduling tasks, and devise solutions to service level challenges.
The entire third day of the course will focus on optimization techniques you can
use immediately to reduce costs, improve service and performance levels, and manage
the complexities of skill-based routing, email and chat contacts, and a mixture
of inbound and outbound calling.
"The content and delivery was very good. It was clear that presenters knew what
they were talking about, and the examples were very practical. I would recommend
this program to colleagues because of the content and course structure." —
Bryant Steward, Vista Print
A Unique and Superior Learning Experience
- Working with hands-on case problems, you will apply new knowledge to realistic situations
that reinforce learning.
- You will see first-hand how theory is applied to real situations, including some
of your own staffing scenarios.
- Whether you have no workforce management experience or years of experience, no tools
or the most sophisticated software, 10 agents or 10,000, the case problems, techniques,
materials, and reporting methods presented here are equally useful and applicable.
You will leave this seminar confident in your mastery of workforce management principles
and the practical application of workforce management techniques.
"I am impressed. We had a knowledgeable trainer with a lot of experience. A+" —
Daniel Cooper, Business Analyst, Apollo Group
Who Should Attend
The course is designed for professionals and analysts responsible for workload forecasting
and workforce planning and staffing. Whether you have a few agents or many, workforce
management software or none, or are just seeking certification credentials that
attest to your abilities, you will benefit from this comprehensive course.
What You Will Learn
- How to Forecast, including a look at data collection and interpretation,
as well as the recommended forecasting techniques used by support centers.
- How to Calculate Staffing, taking into account shrinkage, and coverage
components like shift spans, days off, and start/stop options
- The Art of Balancing Goals, and balancing the needs of the center with
the needs of the staff
- How to Schedule Staff, including the difficulties faced by call centers
today in matching the workforce to the workload, and best practice options on scheduling
the workforce and managing service on a real-time basis.
- How to Optimize Staffing and React to Changes, monitoring intra-day variations,
and effecting reaction strategies
- Workforce Management Science: Everything from analyses and trending, variation
and deviation, calculations and correlation, modeling and more.
- How to Handle Scheduling Complexities and Aberrations, and how to take
skill-based routing into account when forecasting, scheduling, and adjusting agent
pools
- How to Perform a Workforce Management Audit to effect continuous WFM improvement
"This is one of the better training courses I have had. It really helps you analyze
your current processes and gives you ideas for change." — WFM Scheduling Supervisor,
Regions Bank
Agenda
Day 1
Chapter 1 — Introduction to Workforce Management
- What is workforce management (WFM)
- The impact of poor workforce management
- What makes call center staffing unique
- The basic steps of workforce management
Chapter 2 — Data Collection and Analysis
- The data collection process
- Sources of call data
- Data validation and dealing with aberrations
- Business drivers and factors
Hands-On Lab: Practice Using Call Volume and Workload Graphing Software Tools
Chapter 3 — Forecasting Call Center Workload
- Time series analysis
- Calculating trends
- Identifying seasonal patterns
- Calculating day-of-week factors
- Identifying time-of-day patterns
- The impact of special events
- Shortcut forecasting approaches
Hands-On Lab: Time Series Analysis Calculations
Chapter 4 — Planning Resource Requirements
- Defining service goals: Service level, ASA
- Calculating average handle time
- The relationship between workload and calculating staff workload
- Erlang staffing models
Hands-On Lab: Perform a Staffing Analysis Using Software Tools
Day 2
Chapter 5 — Understanding Staffing Trade-offs
- The service-versus-staff relationship
- Economies of scale
- Agent occupancy
- Calculating staff for outbound calling
- Calculating staff for email demands
Hands-On Lab: Perform a Consolidation Analysis
Chapter 6 - Scheduling Call Center Staff
- Balancing contact center and agent needs
- Basic scheduling principles
- Calculating schedule requirements
- The impact of workforce shrinkage
- Coverage objectives
- Components of scheduling
- Shift span
- Days on/days off
- Start/stop options
- Schedule creation
- Implementation challenges and tips
Hands-On Lab: Shrinkage Calculation and Schedule Creation; Testing Using Software
Tools
Chapter 7 — Managing Daily Schedules and Service
- Tracking schedule adherence
- Monitoring intra-day variations
- Tracking and reporting service
- Daily reaction strategies
- Staffing plans
- Call flow strategies
Hands-On Lab: Perform Schedule a Adherence Analysis Using Software Tools
Chapter 8 — Managing Attendance and Adherence
- Impact of adherence problems
- Quantifying the impact
- Diagnosing reasons
- for non-adherence
- Adherence strategies
- Attendance strategies
Hands-On Lab: Build a "Power of One" Game to Illustrate and Communicate Call Center
Dynamics Concepts to Agents
Day 3
Chapter 9 — Forecasting Accuracy Analysis
- Percent of variation analysis
- Standard deviation analysis
- Measurement interval implications
Hands-On Lab: Calculate Standard Deviation Using Excel
Chapter 10 — Forecasting for Cycles: Regression and Correlation Analysis
- Cycle applications
- Regression analysis of total impact
- Correlation coefficients for distribution pattern impacts
Hands-On Lab: Analyze a Billing Cycle
Chapter 11 — Skill-based Routing Workforce Management Challenges
- Basic design principle of skill-based routing
- Tips for more accurate data collection
- Forecasting implications of skill-based routing
- Scheduling challenges for skill-based routing
- Intra-day challenges for skill-based routing
Hands-On Lab: Skill-Based Routing Design and the Impact on Scheduling
Chapter 12 — Performing a Workforce Management Audit
- Review of various Workforce Management organization structures
- Keys to staffing success
- Checklists for each element of Workforce Management tasks
"Very good. The entire organization of this course was very well done (travel, accommodations,
personnel). I'll be transitioning to the primary WFM role. Without this training,
this would have been impossible." — Michelle Boyd, WFM Analyst, Seagate Technology
Prerequisites
Attendees should possess a basic understanding of what a call center is, how calls
flow into a center, and basic call center terminology. Course materials are in English,
and attendees must possess a high level of English fluency.
In-Class Hardware / Computing Requirements
Participants will have an opportunity to practice workforce management skills in
class using software and automated tools. If you can bring a laptop computer to
class, with Microsoft Excel installed, please do so. If you cannot bring a laptop,
or if you do not have MS Excel, you will not be disadvantaged. Each course lab will
be demonstrated in class by the instructor. Software to be used in the classroom
will be available for downloading and installation prior to the course. Spreadsheets,
software, installation programs, and other tools will also be provided with the
course materials on a USB flash drive.
You will not need to bring your laptop to class the first day.
Certification Opportunities
Attendees of this accredited course will have an opportunity to earn their industry
credentials. A thorough knowledge of the material imparted in this course will prepare
candidates for the following certification exams:
- Workforce Management Mastery Certification
- Certified Workforce Management Professional (CWMP)
These certifications are officially recognized by the RCCSP Professional Education
Alliance and its members.
Workforce Management Mastery Certification
Management Mastery Certification process consists of two parts:
- Attendance in and completion of one the following training courses:
- This course (Workforce Management Professional Certification Boot Camp),
- Fundamentals of Call Center Workforce Management, or
- Call Center Workforce Management Web-Based Certification Series
- Achieving a passing score on the Workforce Management Mastery Certification online
certification exam
"I found the program highly educational and helpful in improving my understanding
of my role in WFM. This course was more comprehensive than other I've attended."
— Forecast Analyst, Regions Financial
Registration Fees
The per student registration fee for this training and certification program is
$2,495 and includes:
- 3-day instructor-led training
- All training materials
- Course certificate of completion
- Certification exam fees
- Workforce management task checklists
- Take-home USB flash drive Toolkit including articles, software tools and templates
- Your copy of the leading text on call center workforce management, Call Center
Staffing: The Complete, Practical Guide to Workforce Management
- The Power of One, a easy-read book that communicates to front-line employees
the impact each person has on speed of answer, efficiency, productivity, and cost
in the call center
Class begins at 9:00 AM and ends at 5:00 PM each day. On day 3, the class adjourns
at 3:00 PM. Business casual attire is appropriate. No jeans or sneakers please.
In-House Training Option
In-house, on-site training offers the added benefits of facilitated team interaction;
a confidential environment where plans, processes, and policies can be openly discussed;
minimized travel costs; and little or no travel time. For support centers with a
number of managers, supervisors, and team leads, on-site training can maximize your
training investment.
Pricing for an on-site course delivered at your location is determined based on
a "Base Fee" for up to four attendees, and a per person fee for each attendee thereafter.
On-site fees are all inclusive:
- Base Fee for up to 4 participants - $9,995 includes:
- 3-day instructor-led training course
- All training materials, books, and CDs
- Instructor's travel and lodging expenses (for onsite presentations of 18 or less
participants, in the continental US)
- Certification exam fees and certificates of completion
- E-mail and phone support to provide post-course certification project guidance
- Additional participants - $995 each
Additional travel surcharges will be charged for travel outside of the continental
USA and for seminars scheduled within three weeks, or paid for within three weeks,
of the onsite delivery date.
The customer site must provide suitable meeting space, any desired meals or refreshments,
and the following presentation supplies:
- Two easels with paper and markers
- Projection unit and projection screen
To register, click the "Add to Cart" button or call 443-909-6951.
