Call Center Workforce Management Training Course:  
Data Collection and Analysis
Self-paced, self-study, online training course, $300
Volume and series discounts available
Dates, Locations and Registration


Overview

The most critical step in the workforce management process is the first one: data collection and analysis. The best predictor of future call workload is past data, so gathering the right data is critical to the workforce management process. Participants will learn where to look for data and how to scrutinize it to make sure it is appropriate for inclusion in the forecasting process. The course will present mathematical techniques for analyzing data and making needed adjustments. The role of business drivers and how to incorporate them into the planning process will also be focused upon.

Seminar attendees will learn:

  • The basic principles of data-gathering in the workforce planning process.
  • About the sources of call center planning data.
  • About the impact of call routing and button usage on input data.
  • About data aberrations and how to adjust for them.
  • About business drivers most pertinent to the planning process.

How to Participate

Use your Internet browser and your telephone to participate. No special software required! Two days prior the seminar, you will receive an email containing access instructions for the web portion and the telephone number to call. On the day of the seminar you will point your browser to a designated web page for the visual portion of the seminar and dial a toll free number for the audio portion. (Outside of North America you will dial a direct access number.) You will be able to view the seminar presentation, participate in live polling, and ask e-mail questions through your computer. Your telephone will enable you to ask audio questions or comment on points made during the presentation. An unlimited number of students may participate around a single web/audio connection.

Registration Fees

The fee for this seminar is $300 per computer connection, for a 90-minute session. Any number of individuals may participate around a single web/audio connection.

Volume Discounts

  • Purchase 5 or more connections for any Call Center Online Training courses (mix and match) for only $270 each.
  • Purchase 10 or more connections for any Call Center Online Training courses (mix and match) for only $245 each.

Certification Series Discounts

This seminar is included in the following certification series.  To learn more about the series, or to purchase one connection for the entire series, follow the 'click here' link below.
5-part Call Center Workforce Management Core Program Web-Based Training Series $1,295
11-part Call Center Workforce Management Comprehensive Web-Based Training Series $2,495

To register, click on the "Book Now" button or please call (708) 246-0320

Seminar Schedule
Data Collection Self-Study Online

Click here to learn about Click here to see the entire seminars calendar, dates & locations


Payment is due prior to the seminar, including payment on purchase orders.  If payment is not received, a credit card hold will be required for participation.  This card will only be processed if payment has not been received within two weeks following the conference.

Cancellation Policy.  Registrants may cancel up to fourteen days in advance of the seminar start date for a full refund, less administrative fees of $125.  Or, you may transfer your registration to another member of your company at no additional charge.  Registrants cancelling within fourteen days of the seminar will receive training credit, less administrative fees of $125 toward any other Resource Center seminar.  There will be no refunds or credits for non-attendance.

Agenda, course dates, and locations are subject to change.

Home

Contact Center Seminars
Telecom Seminars

Help Desk Books
Call Center Management
Tech Support Resources
Contact Center Technology
Online Support
Customer Satisfaction
Knock Your Socks Off
Help Desk Institute
Telecom Books
Communication Skills
Call Center Monitoring
Metrics & Benchmarking
CRM
Hiring, Training, & Retention
Outbound Telebusiness
Novelties, Gifts, & Humor
Bargain Books (50% off)

Subject Index
Catalog Index

Ways to Order
Shipping Options
About Us
Contact Us


The Resource Center for Customer Service Professionals LLC
PO Box 401, Western Springs, IL  60558
Tel: (708) 246-0320   Fax: (708) 246-0251

Copyright © 1997-2014  Resource Center for Customer Service Professionals LLC.  All rights reserved.
Last modified March 27, 2014