| Introduction to Call Center Workforce Management:
Understanding Call Center Staffing and Scheduling Online Call Center Training Course Self-paced, self-study online training course, $300 Volume and series discounts available  |
 |
Overview
In this instructor led call center 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.
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.
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 |  |
| 12-part Call Center Workforce Management Comprehensive Web-Based Training Series | $2,995 | |
| 12-part Call Center Supervision Web-Based Training Series | $2,995 | |
Register securely online with confidence or please call (708) 246-0320.
Seminar Schedule
| Introduction to WFM | Self-Study | Online |
,
dates & locations.
Payment is due prior to the seminar. 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 seminar.
Cancellation Policy. Registrants may cancel up to fourteen days in advance of the seminar start date for a full refund. Cancellations within fourteen days of the seminar start date will be subject to an administrative fee of $150.
In the unlikely event that a seminar must be cancelled, you will be notified at least two weeks prior to the seminar date. Seminar provider is not responsible for losses due to cancellation including losses on advanced purchase airfares. As seminars are cancelled for under-enrollment from time to time, we strongly recommend that registrants traveling by air purchase only refundable tickets.
Seminar agenda subject to change. Errors and omissions
in pricing are not accepted.
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