Call Center Workforce Management Training Courses

Available from BenchmarkPortal , LLC

CCCE’s call center training course for workforce management covers the entire workforce management process from the gathering of data to the production of forecasts, schedules, and budgets. We include lessons that benefit attendees from any sized organization, large and small, with real-world examples of solutions that work in practice - not just theory. The College of Call Center Excellence Participants will learn:

What processes make up the foundation of an effective call center Workforce Management practice
How to gather the right data at the right time to maximize call center scheduling and staffing
Results reporting that drives effective decisions and actions
How to build forecasting models that work including how to use excel to do time series modeling
Options for building staff plans that meet budgeting and scheduling needs
How to build an Erlang C based staffing model
A Change management approach that helps overcome the "Big Brother" syndrome too often associated with Workforce Management

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