Effective Workforce Management (WFM) is a game- changer for contact centres, back office and retail operations. The role of WFM has evolved over the years to include forecasting for different channels and areas of the business. In contact centres, companies like Call Design are leading the way by offering comprehensive WFM training courses designed to meet these growing complexities.
The Call Design Advantage
Call Design, a prominent player in workforce optimisation, offers a series of specialised WFM training courses that equip contact centre professionals with the skills and knowledge necessary to streamline operations. Their training covers everything from foundational WFM concepts for team leaders and management to WFM for RTAs and WFM Essentials for workforce planners. These courses stand out for their hands-on approach, ensuring that participants leave with actionable skills that can be applied immediately in their roles.
WFM for Team Leaders (TLS)
The WFM for Team Leaders (TLs) course is designed to provide team leaders with a better understanding of the importance of workforce management. In contact centres today, team leaders play a pivotal role and are often involved in decisions that impact workforce planning outcomes.
This course provides introduces team leaders to workforce management principles while also focusing on developing coaching and communication skills that foster a more engaged and motivated team. Participants are trained to balance workforce needs with the human elements of team management, ensuring that staff are both productive and satisfied in their roles while meeting customer and business requirements.
Key Learning Outcomes:
- Understand Workforce Management 101.
- Ability to explain the impact of decisions on customer service and other staff
- Strengthen coaching and communication to motivate and engage staff.
WFM for Real-Time Analysts (RTAs)
Real-time analysts play a crucial role in the operational efficiency of contact centres, updating schedules and adjusting staffing levels to meet fluctuating demand. Most people moving into this role, were previously agents and have not had any training in workforce management principles. The WFM for Real-Time Analysts (RTAs) course is designed specifically for people in this role. With a focus on maintaining consistent service levels, this course equips RTAs with the skills needed to handle unanticipated changes and operational contingencies effectively.
Attendees learn not only the basics of WFM but how to make more informed decisions to help ensure smooth operations even during high-demand periods.
Key Learning Outcomes:
- Understand Workforce Management 101
- How to develop contingency plans that work.
- Intervention and recommendations.
WFM Essentials Training Course: A Foundational Step
The WFM Essentials Training Course is a three-day program designed to provide participants with a strong foundation in workforce management. From staffing plans and capacity planning to handling real-time staffing issues, the course dives into the core elements necessary for effective contact centre operations.
Participants gain critical skills in forecasting, scheduling, and managing day-to-day operations. The training emphasises practical applications, allowing attendees to simulate real-life scenarios and tackle common workforce management challenges. Whether you are new to WFM or looking to refresh your knowledge, this course covers everything you need.
The course is tailored for workforce planners, schedulers, forecasters and other WFM professionals who are keen to enhance their skills in WFM. For those aiming to transition into more senior WFM roles, the WFM Essentials course offers a comprehensive overview of the basic principles that underpin more complex workforce management tasks.
Key Learning Outcomes:
- Master the principles of forecasting and scheduling.
- Develop skills to manage real-time operations effectively.
- Learn how to monitor staff performance and adherence.
- Foster better communication within other teams to improve operational outcomes.
Why Choose Call Design?
Call Design’s WFM training courses are uniquely designed to address the specific challenges faced by contact centres today. Whether you are a beginner looking to build foundational knowledge or an experienced leader seeking advanced skills, the courses offer practical, hands-on learning that can be applied immediately in your workplace. The focus on real-world applications, combined with expert instruction, makes these courses an invaluable investment in workforce management success.
To learn more or to register for one of Call Design’s WFM courses, visit their website and take the next step towards Workforce Management excellence.
Comments are closed.