May 22, 2019

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Introduction to Workforce Management

March 28 @ 8:30 am - 4:30 pm


Introduction to Workforce Management

Do you understand the basics of Workforce Management but don’t get the “Why it is important”? ·

Are you losing customers by not servicing the demand?

Do your staff understand the impact and importance of adhering to their roster?

It may be time for your Leaders to learn more about Workforce Management…

Our 1-day interactive program has been designed to provide Contact Centre Leaders with an understanding of Workforce Management, the principles that impact it and the steps to ensure businesses are able to meet their customer demand.

Program Modules:

  • Module 1: Setting Business and Team direction
  • Module 2: Servicing Customer Demand
  • Module 3: Contact Centre Mechanics
  • Module 4: Workforce Management Fundamentals
  • Module 5: Driving a High-Performance Culture

What do our participants say about the program?

“Material was extremely relevant to my role, I now understand scheduling and the importance of adherence!”

“The injection of real-life examples from the facilitators brought the material to life and made it easy to understand”

“Significantly skilled and knowledgeable facilitators – kept everyone engaged and motivated”

Key skills you will learn from the program:

  • Success starts with having a clear direction! We will introduce you to the best practice approach to setting direction at a business and team level.
  • How many customers are waiting in queue right now? Our ‘Customer Interaction Model’ will help you understand the drivers to effectively servicing your customer demand.
  • What’s an ACD or IVR? We’ll take your through the customer journey from call to agent and the importance of getting these aspects right for your customers and agents.
  • You will leave armed with our WFM-7 workforce management model and the principle factors that influence it, helping you make the link between WFM and operations.
  • Bring your calculator!! We will demonstrate the step-by-step process for forecasting calls, calculating staffing requirements, creating staff schedules and effectively managing pre, day of and post day of operations activities.
  • Want to achieve a high-performance culture? We will show you how to keep the balance between staff engagement and operational efficiency.
  • Analysis paralysis? Not anymore, we will introduce you to an effective way to analyse performance, develop assumptions, observe and coach your people through Variation management.


March 28
8:30 am - 4:30 pm
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Rydges on Swanson
701 Swanson Street
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Suitable for:
Managers, Workforce Optimisation roles
Start Time
All day