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ATA Professional Development: Workforce Management 1-2-3 — 11 Oct 2010 to 30 Nov 2010


9:00am - 5:00pm
TBC
The Art and Science of Forecasting, Scheduling, and Meeting Service Goals

This course teaches the basic workforce management fundamentals that are essential for all workforce planners to know and understand.

Topics include how to forecast, including a look at data collection/ interpretation and recommended forecasting techniques, steps for calculating staff requirements, and best practices in scheduling staff and meeting daily service goals.

This 2-day program is designed around case study problems that cover typical forecasting and scheduling scenarios, and the complications of skill-based routing, emails, and outbound calling.

Day 1
Module 1: Introduction to Workforce Management
Module 2: Data Collection and Analysis
Module 3: Forecasting Call Center Workload
Module 4: Planning Resource Requirements
Module 5: Understanding Staffing Tradeoffs

Day 2
Module 6: Scheduling Call Center Staff
Module 7: Managing Daily Schedules and Service
Module 8: Managing Attendance and Adherence
Module 9: End-of-Course Review and Assessment

Our Partner: The Call Center School is a Tennessee based company dedicated to the professional development of individuals in the call centre industry. They offer a comprehensive curriculum of training programs to fit the needs of all personnel in the call centre industry.

More Information >>
Attached File >> ATA WFM 1-2-3 Detailed Outline.pdf

Price
Members: $2,035.00 (GST Inclusive)
Non-Members: $2,535.00 (GST Inclusive)

Contact
Phone: 02 9906 6163
Fax: 02 9906 2155
Email:
Book Online >>

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