DESCRIPTION: This is a 2.5-day course specific to Workforce Management (WFM) that covers elements of Forecasting, Staffing, Scheduling, Real-Time Management and Work Allocation in an assisted channel environment. This course is most suited for WFM professionals in customer experience and contact center businesses, whose role involves forecasting of workloads, capacity planning, creating schedules and rosters in complex 24x7 situations as well as more simple scenarios, planning for voice, non-voice and blended environments and managing service and efficiency performance in real time for the business.

INSTRUCTOR LANGUAGE: English What You Will Learn: • Basic and important forecasting methods for predicting workload - time series and causal methods of forecasting. • Understand the operational lag time required for planning and create long-term as well as short-term plans for your programs. • Understand the business implications of getting the planning right and its impact on service and efficiency/cost performance. • Be able to quickly put together calculators for capacity planning and demand requirement calculations to be able to arrive at headcount requirements. • Be able to appreciate the different constraints while scheduling staff. • Be able to schedule better to meet demand requirement with staff capacity. • Understand and learn the best practices in planning and scheduling. • Learn some of the best practices in real-time management - both in the near term and during the day. • Be able to appreciate the impact of scheduling and real-time management on overall business performance. • Understand different ways of work allocation and their impact on load balancing and overall performance. Course Content: • Forecasting, Staffing and Scheduling • Four Pieces of WFM • Forecast • Demand Requirements • Schedule • Planning Cycle Review • Real-Time Management • Group Exercises / Evening Work • Daily Morning Reviews • Exam