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EventsNational EventsATA Professional Development: Workforce Management 1-2-3 — 25 Aug 2010 to 8 Sep 2010
ATAVICWFPPD070910.jpg) 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 >> ATA National Conference 2010 — 15 Sep 2010 to 17 Sep 2010
15-17 September 2010, Gold Coast Marriott ResortWe're pleased to announce that the 2010 conference agenda is now available online. For full details, visit the conferece website listed below for the complete program. And right now, we're offering early bird rates which will save you over $100 per delegate! More Information >> Attached File >> ATA 2010 Brochure.pdf Contact Phone: 02 9555 5940 Fax: Email: Website: ATA National Conference ATA National Awards Night — 17 Sep 2010
7.00 for 7.30pm - midnightGold Coast Marriott Resort The ATA National Awards Ceremony celebrates the pinnacle of achievement in the Australian contact centre industry. The evening of 17 September 2010 starts with drinks from 7pm, followed by the awards ceremony dinner at 7.30pm. The event is black tie, and will features fantastic entertainment throughout the evening. More Information >> Contact Phone: 02 9555 5940 Fax: Email: Website: ATA National Awards Past Events...View Past Events |
National Events