Workforce Management Essentials QLD

Date & Time

Tuesday 21 March - Thursday 23 March
9am start to 5pm finish each day

Location

Smart Service Queensland, Level 13, 127 Creek Street, Brisbane

Price

Members: AU $ 3300.00
Non Members: AU $ 3800.00

Register

  • Event date has passed
  • Registrations are closed


Delivered by: Call Design

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.

Outline:

1) Introduction & Overview 2) Forecasting & Planning
  • Introduction to Workforce Management
  • WFM Team Structures
  • Time Series Analysis
  • Erlang C
  • Shrinkage
  • Attrition
  • Outbound Forecasting
3) Scheduling Considerations 4) Performance Analysis
  • Scheduling considerations
  • Scheduling components
  • Schedule creation
  • Monitoring Daily Performance
  • Managing Adherence and Attendance
  • Measuring the WFM Team’s Performance​
5) Contingency planning 6) Communication
  • Phase 1 - Analyse & Prepare for Change
  • Phase 2 - Manage Change
  • Phase 3 - Reinforce Change
  • Effective communication
  • Creating a clear message
  • Choosing the correct medium
  • Dealing with conflict
7) A day in the life of a WFP
  • Daily tasks
  • Weekly tasks
  • Monthly tasks
  • Other tasks
  • Gold Sponsors

    Concentrix Maritz CX Verint
  • Silver Sponsors

    Genesys Symmetry Call Design Nice Contact Centre Central
    Matchboard NewVoiceMedia CallMiner Jabra