Training Course – WFM

Effective workforce management (WFM) in the contact center is not just important, it is critical. Sound management and planning can make a tremendous difference in driving customer experience (CX) expectations and meeting goals, while generating cost savings in millions of dollars to organizations.

COPC® Mastering Workforce Management teaches tangible methods to help you take control of your operations and optimize the service journey and customer experience. We’ll help you understand the “whys” and “hows” with insights and practical processes that have worked for hundreds of leading contact centers worldwide. Led by some of the industry’s top instructors, WFM professionals will find this course invaluable, whether you are a seasoned professional or just getting started.

Learn workforce management best practices in forecasting, staffing, scheduling and operational floor management. The skills covered in this training are beneficial for individuals or teams in all organizations seeking to boost productivity while reducing costs. If you are managing operations, planning capacity or forecasting workloads, this comprehensive and practical course is a must.

• Make better predictions with expert forecasting and data collection methods
• Adopt the best practice methods for forecasting, staffing and scheduling
• Set appropriate timelines and a best practice design of your WFM process
• Consult with your operations about the impact of changes from a workforce point of view
• Review best practice methods for real-time management on the floor and at the command center levels
• Create successful long-term and short-term plans for your staff and programs
• Plan for voice, non-voice and blended environments
• Effectively meet demand requirements, simplifying compliance and reducing costs
• Make accurate demand requirement calculations for capacity planning, scheduling and recruitment