Call Center Workforce Management Training Course:  
Solutions to Scheduling Challenges
Self-paced, self-study, online training course, $300
Volume and series discounts available
Dates, Locations and Registration


Overview

Have you managed to arrive at the delicate balance between efficient schedules and staff preferences? Don't worry - you're not alone! It's the age-old problem that workforce planners and call center managers continue to struggle with week in and week out. And just when you've got it figured out, throw in skill-based scheduling, extended hours of operation, or the need to cover emails and web chats in addition to calls. This session outlines the most common scheduling problems call centers face and will provide some traditional solutions as well as some creative new ones to help with your scheduling dilemma. Seminar attendees will learn to:

  • Describe schedule efficiency versus acceptability conflicts.
  • Identify the ten most common scheduling problems call centers face today.
  • Describe options that have worked for other call centers in solving scheduling problems.
  • Examine schedule horizon tradeoffs.
  • Identify long-term scheduling strategies as well as real-time reaction strategies to meet service goals.
  • Describe the latest workforce management software capabilities for solving scheduling problems.

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
Solutions to Scheduling Challenges 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.

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

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Last modified March 27, 2014