Call Center Workforce Management

The Resource Center for Customer Service Professionals LLC
Chicago, IL, United States

Course Format: Classroom | E-learning | Virtual Class | Online | On-site | Blended | Self-paced

Course Description:

'' Workforce management is the process of getting the "just right" number of staff in place every hour to maximize service and minimize cost and it’s one of the most important planning and management functions in the call center. In this instructor led online training course you will learn about the implications of getting the numbers wrong, as well as the step-by-step process of effectively forecasting calls, calculating staff requirements, creating staff schedules, and tracking daily service and performance. You will also learn about the critical tradeoffs between staffing, service, and cost and how each of these tradeoffs affects the final staff count.

By participating in this live Web seminar you will learn to:

Define workforce management and its implications on cost and service.
Describe why call center staffing is such a unique kind of problem.
Outline the step-by-step process of forecasting calls, calculating staff, and creating workforce schedules.
Identify the impact that every single individual has on meeting service goals and balancing workload.
Outline ways to improve attendance and schedule adherence.
...''

Phone:(708) 246-0320

School Address:

The Resource Center for Customer Service Professionals LLC
PO Box 401, Western Springs, IL 60558, USA


Jobs & Resumes: Chicago
Houses & Roommates: Chicago

Introduction to Call Center Technology
Designing Six Sigma Call Centers
Implementing Six Sigma in Call Centers
Call Center Strategic Planning
Support Center Manager Certification
Managing a Help Desk Improvement Project
Management and Leadership Skills for New Managers
Project Management
Monitoring and Coaching
Customer Support Team Leader Certification
Call Center Agent Retention Strategies
Recruiting, Screening, and Hiring
Increase Call Center Employee Retention
Maximizing Sales Results in Call Center
Call Center Metrics, Data Analysis, & Reporting
HELP DESK METRICS
Business, Finance and Accounting Essentials for IT Managers
Telecom Service Inventory Management and Cost Control
CALL CENTER FINANCE

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