Introduction

In this course learners will be introduced to the intricacies of Workforce and the various concepts involved. Learners attending this course will leave with a thorough understanding of Workforce and have a ability to think analytically and solve complex problems effectively. This course is very in-depth and requires very high concentration levels.

Course Components:

-The Role and Function Of Work Force Management in A Contact Centre

-The Use And Purpose of Statistics in Forecasting

-Back to Contact Centre Basics

-The Garbage In –Garbage Out Principle

-The Top Ten Mistakes Commonly Made By WFM

-Fun-da-Mental Forecasting

-The Mysteries Of Probability

-Making Sure Of Our Facts Using Probability and Statistics

-The Art and Science of Forecasting

-Staffing and Scheduling

-Utilizing Forecasts Data to Discover Daily & Hourly Volumes

-Calculating Workload

-A Sweet Danish Solution

-The Importance of Abandoned Calls

-Presentable Pictures

-Practical Tips To Document Graphics

-Presenting Data Using Charts in MS Excel 2007

-Telling The Story

-Communicative Reports: A Correlation