This 3 day course covers the workforce management principles and practicalities that are essential for all Workforce Planners to know and understand. The course covers everything from forecasting for both inbound and outbound contacts to scheduling and real time management. It is designed on best practice theory and has no dependency on owning or purchasing a particular brand of software for success!
At the end of day 3, participants will sit an exam for accreditation.
|1) Introduction & Overview||2) Forecasting & Planning|
|3) Scheduling Considerations||4) Performance Analysis|
|5) Contingency planning||6) Communication|
|7) A day in the life of a WFP|