​WORKSHOP

WORKFORCE MANAGEMENT

LEARNING RESOURCES:
​L​EARNER G​UIDE

RECOMMENDED DURATION:
​2 D​AYS

​WOULD YOU LIKE TO IMPROVE OVERALL CONTACT CENTRE EFFICIENCY ON A DAY-TO-DAY AND HOUR-TO-HOUR BASIS?

​Get more out of your workforce with effective management

​Workforce Management

​To ensure productivity is maintained, scheduling, forecasting and performance management has to be balanced on an ongoing basis. The aim of Workforce Management is to equip delegates with skills to manage workforce requirements of a Contact Centre by covering:

  • ​Workforce management and its impact
  • ​Basic scheduling principles
  • Balancing contact centre and agent needs
  • Coverage objectives and the different components of scheduling
  • Daily schedules, services and schedule tracking
  • Tracking and reporting on service
  • Effective Management of adherence
  • Impact of workforce shrinkage

​Does your contact centre need more focus in 
getting the most out of call agents?

Not sure? Then answer these questions and decide for yourself.

HAS SHRINKAGE BECOME AN ISSUE?
WOULD YOU LIKE TO MAINTAIN SERVICE LEVELS THROUGH EFFICIENT STAFF SCHEDULING?
ARE YOU TIRED OF NON-ADHERENCE TO SCHEDULES WITHOUT A SENSE OF IMPACT ON THE NUMBERS?
WOULD YOU LIKE TO AVAIL INFORMATION FOR MANAGEMENT DECISIONING ON OVERALL PERFORMANCE?
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If you answered yes
to any​ one or more of these questions
​then join us for the Workforce Management workshop and help your workforce thrive

GET OUR FREE

​“MANAGER ASSESSMENT OF PROCESS” SELF-ASSESSMENT

​DOES YOUR WORKFORCE MANAGEMENT PROCESS PRODUCE EFFICIENCY AND VALUE FOR MONEY?

What you will learn

​This training workshop will equip you with the necessary skills to manage the workforce requirements of a Contact Centre.

WE WILL ENABLE YOU TO:

​Define workforce management and understand the impact of poor workforce management

​Understand and apply the basic scheduling principles

​Know how to balance Contact Centre and agent needs

​Apply the basic steps of workforce management

Today's Learners become Tomorrow's Leaders

Let us help you get there

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