Previous  Up  Next" 
Call Center Workforce Management Certification Boot Camp

In-person Seminar. 3-day instructor-led training and certification.

Overview

Attendees will learn each and every step in the process: from forecasting, scheduling, and real-time respond strategies; to tactics for optimizing costs, coverage and service levels.

Lecture and peer-to-peer discussions are interspersed with hands-on labs and live demonstrations. Using real-world workforce management tools, you will practice daily forecasting and scheduling tasks, and devise solutions to service level challenges. The entire third day of the course will focus on optimization techniques you can use immediately to reduce costs, improve service and performance levels, and manage the complexities of skill-based routing, email and chat contacts, and a mixture of inbound and outbound calling.

"The content and delivery was very good. It was clear that presenters knew what they were talking about, and the examples were very practical. I would recommend this program to colleagues because of the content and course structure." — Bryant Steward, Vista Print

A Unique and Superior Learning Experience

  • Working with hands-on case problems, you will apply new knowledge to realistic situations that reinforce learning.
  • You will see first-hand how theory is applied to real situations, including some of your own staffing scenarios.
  • Whether you have no workforce management experience or years of experience, no tools or the most sophisticated software, 10 agents or 10,000, the case problems, techniques, materials, and reporting methods presented here are equally useful and applicable.
You will leave this seminar confident in your mastery of workforce management principles and the practical application of workforce management techniques.

"I am impressed. We had a knowledgeable trainer with a lot of experience. A+" — Daniel Cooper, Business Analyst, Apollo Group
Who Should Attend

The course is designed for professionals and analysts responsible for workload forecasting and workforce planning and staffing. Whether you have a few agents or many, workforce management software or none, or are just seeking certification credentials that attest to your abilities, you will benefit from this comprehensive course.

What You Will Learn

  • How to Forecast, including a look at data collection and interpretation, as well as the recommended forecasting techniques used by support centers.
  • How to Calculate Staffing, taking into account shrinkage, and coverage components like shift spans, days off, and start/stop options
  • The Art of Balancing Goals, and balancing the needs of the center with the needs of the staff
  • How to Schedule Staff, including the difficulties faced by call centers today in matching the workforce to the workload, and best practice options on scheduling the workforce and managing service on a real-time basis.
  • How to Optimize Staffing and React to Changes, monitoring intra-day variations, and effecting reaction strategies
  • Workforce Management Science: Everything from analyses and trending, variation and deviation, calculations and correlation, modeling and more.
  • How to Handle Scheduling Complexities and Aberrations, and how to take skill-based routing into account when forecasting, scheduling, and adjusting agent pools
  • How to Perform a Workforce Management Audit to effect continuous WFM improvement

"This is one of the better training courses I have had. It really helps you analyze your current processes and gives you ideas for change." — WFM Scheduling Supervisor, Regions Bank
Agenda

Day 1

Chapter 1 — Introduction to Workforce Management

  • What is workforce management (WFM)
  • The impact of poor workforce management
  • What makes call center staffing unique
  • The basic steps of workforce management

Chapter 2 — Data Collection and Analysis

  • The data collection process
  • Sources of call data
  • Data validation and dealing with aberrations
  • Business drivers and factors

Hands-On Lab: Practice Using Call Volume and Workload Graphing Software Tools

Chapter 3 — Forecasting Call Center Workload

  • Time series analysis
  • Calculating trends
  • Identifying seasonal patterns
  • Calculating day-of-week factors
  • Identifying time-of-day patterns
  • The impact of special events
  • Shortcut forecasting approaches

Hands-On Lab: Time Series Analysis Calculations

Chapter 4 — Planning Resource Requirements

  • Defining service goals: Service level, ASA
  • Calculating average handle time
  • The relationship between workload and calculating staff workload
  • Erlang staffing models

Hands-On Lab: Perform a Staffing Analysis Using Software Tools

Day 2

Chapter 5 — Understanding Staffing Trade-offs

  • The service-versus-staff relationship
  • Economies of scale
  • Agent occupancy
  • Calculating staff for outbound calling
  • Calculating staff for email demands

Hands-On Lab: Perform a Consolidation Analysis

Chapter 6 - Scheduling Call Center Staff

  • Balancing contact center and agent needs
  • Basic scheduling principles
  • Calculating schedule requirements
  • The impact of workforce shrinkage
  • Coverage objectives
  • Components of scheduling
    • Shift span
    • Days on/days off
    • Start/stop options
  • Schedule creation
  • Implementation challenges and tips

Hands-On Lab: Shrinkage Calculation and Schedule Creation; Testing Using Software Tools

Chapter 7 — Managing Daily Schedules and Service

  • Tracking schedule adherence
  • Monitoring intra-day variations
  • Tracking and reporting service
  • Daily reaction strategies
    • Staffing plans
    • Call flow strategies

Hands-On Lab: Perform Schedule a Adherence Analysis Using Software Tools

Chapter 8 — Managing Attendance and Adherence

  • Impact of adherence problems
  • Quantifying the impact
  • Diagnosing reasons
  • for non-adherence
  • Adherence strategies
  • Attendance strategies

Hands-On Lab: Build a "Power of One" Game to Illustrate and Communicate Call Center Dynamics Concepts to Agents

Day 3

Chapter 9 — Forecasting Accuracy Analysis

  • Percent of variation analysis
  • Standard deviation analysis
  • Measurement interval implications

Hands-On Lab: Calculate Standard Deviation Using Excel

Chapter 10 — Forecasting for Cycles: Regression and Correlation Analysis

  • Cycle applications
  • Regression analysis of total impact
  • Correlation coefficients for distribution pattern impacts

Hands-On Lab: Analyze a Billing Cycle

Chapter 11 — Skill-based Routing Workforce Management Challenges

  • Basic design principle of skill-based routing
  • Tips for more accurate data collection
  • Forecasting implications of skill-based routing
  • Scheduling challenges for skill-based routing
  • Intra-day challenges for skill-based routing

Hands-On Lab: Skill-Based Routing Design and the Impact on Scheduling

Chapter 12 — Performing a Workforce Management Audit

  • Review of various Workforce Management organization structures
  • Keys to staffing success
  • Checklists for each element of Workforce Management tasks

"Very good. The entire organization of this course was very well done (travel, accommodations, personnel). I'll be transitioning to the primary WFM role. Without this training, this would have been impossible." — Michelle Boyd, WFM Analyst, Seagate Technology
Prerequisites

Attendees should possess a basic understanding of what a call center is, how calls flow into a center, and basic call center terminology. Course materials are in English, and attendees must possess a high level of English fluency.

In-Class Hardware / Computing Requirements

Participants will have an opportunity to practice workforce management skills in class using software and automated tools. If you can bring a laptop computer to class, with Microsoft Excel installed, please do so. If you cannot bring a laptop, or if you do not have MS Excel, you will not be disadvantaged. Each course lab will be demonstrated in class by the instructor. Software to be used in the classroom will be available for downloading and installation prior to the course. Spreadsheets, software, installation programs, and other tools will also be provided with the course materials on a USB flash drive.

You will not need to bring your laptop to class the first day.

Certification Opportunities

Attendees of this accredited course will have an opportunity to earn their industry credentials. A thorough knowledge of the material imparted in this course will prepare candidates for the following certification exams:

  • Workforce Management Mastery Certification
  • Certified Workforce Management Professional (CWMP)

These certifications are officially recognized by the RCCSP Professional Education Alliance and its members.

Workforce Management Mastery Certification

Management Mastery Certification process consists of two parts:

  • Attendance in and completion of one the following training courses:
    • This course (Workforce Management Professional Certification Boot Camp),
    • Fundamentals of Call Center Workforce Management, or
    • Call Center Workforce Management Web-Based Certification Series
  • Achieving a passing score on the Workforce Management Mastery Certification online certification exam
"I found the program highly educational and helpful in improving my understanding of my role in WFM. This course was more comprehensive than other I've attended." — Forecast Analyst, Regions Financial
Registration Fees

The per student registration fee for this training and certification program is $2,495 and includes:

  • 3-day instructor-led training
  • All training materials
  • Course certificate of completion
  • Certification exam fees
  • Workforce management task checklists
  • Take-home USB flash drive Toolkit including articles, software tools and templates
  • Your copy of the leading text on call center workforce management, Call Center Staffing: The Complete, Practical Guide to Workforce Management
  • The Power of One, a easy-read book that communicates to front-line employees the impact each person has on speed of answer, efficiency, productivity, and cost in the call center

Class begins at 9:00 AM and ends at 5:00 PM each day. On day 3, the class adjourns at 3:00 PM. Business casual attire is appropriate. No jeans or sneakers please.

In-House Training Option

In-house, on-site training offers the added benefits of facilitated team interaction; a confidential environment where plans, processes, and policies can be openly discussed; minimized travel costs; and little or no travel time. For support centers with a number of managers, supervisors, and team leads, on-site training can maximize your training investment.

Pricing for an on-site course delivered at your location is determined based on a "Base Fee" for up to four attendees, and a per person fee for each attendee thereafter. On-site fees are all inclusive:

  • Base Fee for up to 4 participants - $9,995 includes:
    • 3-day instructor-led training course
    • All training materials, books, and CDs
    • Instructor's travel and lodging expenses (for onsite presentations of 18 or less participants, in the continental US)
    • Certification exam fees and certificates of completion
    • E-mail and phone support to provide post-course certification project guidance
  • Additional participants - $995 each

Additional travel surcharges will be charged for travel outside of the continental USA and for seminars scheduled within three weeks, or paid for within three weeks, of the onsite delivery date.

The customer site must provide suitable meeting space, any desired meals or refreshments, and the following presentation supplies:

  • Two easels with paper and markers
  • Projection unit and projection screen

To register, click the "Add to Cart" button or call 443-909-6951.


Date Location Venue Price (US Dollars) Order
Jun 7-9, 2016 Indianapolis, IN Embassy Suites Indianapolis North
Price: $2,995.00 
Quantity:  
Sep 27-29, 2016 Phoenix, AZ Embassy Suites Phoenix Airport
Price: $2,995.00 
Quantity:  
Nov 2-4, 2016 Phoenix, AZ Embassy Suites Phoenix Airport
Price: $2,995.00 
Quantity:  

Seminar Payment Policy
Payment is due prior to the seminar

If payment is not received, a credit card hold will be required for participation. This card will only be processed if payment has not been received within the week following seminar delivery date.

Public seminar cancellation policy

Registrants may cancel up to fourteen days in advance of the seminar start date for a full refund, less administrative fees of $500. Or, you may transfer your registration to another member of your company at no additional charge. Registrants canceling within fourteen days of the seminar will receive credit, less administrative fees of $500, toward any other Resource Center seminar. As seminars can be cancelled for under-enrollment from time to time, we strongly recommend that registrants traveling by air purchase only refundable tickets.

Refunds

If for any reason you are unsatisfied with the training, please notify the instructor by the end of the first day. If you decide to cancel the remainder of the training program, the instructor will collect all training materials. Fees paid, less a prorata one-day on-site training base fee plus any travel surcharges, will be refunded.

In the unlikely event that a seminar must be cancelled by seminar provider due to unavoidable circumstances, you will be notified at least two weeks prior to the seminar date, and your payment will be refunded. Seminar provider is not responsible for losses due to cancellation including losses on advanced purchase airfares. We strongly recommend that attendees traveling by air to attend the seminar purchase only refundable tickets.

Seminar provider is not responsible for losses due to cancellation. In all circumstances, seminar provider's liability shall be limited to fees received.

Seminar agenda and assigned instructors are subject to change.