Workforce Management Essentials (NSW)
September 18 @ 9:00 am - September 20 @ 5:00 pm$3800
Workforce Management Essentials Training (NSW)
The beauty of workforce management is that its core principles and applications require no specific software to use, and anyone can pick them up. But despite being vital to the contact centre, back-office and retail industries, WFM remains one of their least-understood functions.
This 3-day course is designed to teach you the foundations of good WFM, and how to implement them in your own business. Let’s explore a brief overview of the course and how it is implemented.
Workforce management is a series of processes designed to optimise the productivity of your agents, increase customer satisfaction rates, and maximise your bottom line. Often, these processes are a conjunction of best practice principles, like those taught on our WFM course, and advanced software platforms, which help put them into practice.
Call Design’s WFM course is specifically designed to set the foundations of good WFM in your business, covering topics like:
- Forecasting and scheduling
- Better communication
- Analysis and contingency planning
To make learning WFM skills easier, we’ve broken down the processes into six key modules. The modules will walk you through the best practice theory of WFM, and like we mentioned before, they require no specific software to use immediately within your business.
If you’re in charge of agents and in a position to make changes that will increase efficiency, this course is for you. It’s particularly relevant to WFM managers, workforce planners, schedulers, training managers and team leaders.
Note: Auscontact members price is $2,800 (Save $1,000)