Skip to main content
Mastering Contact Center Workforce Management; A Step-by-Step Guide

Mastering Contact Center Workforce Management; A Step-by-Step Guide

$199.00
When you get access:
Course access is prepared after purchase and delivered via email
How you learn:
Self-paced • Lifetime updates
Your guarantee:
30-day money-back guarantee — no questions asked
Who trusts this:
Trusted by professionals in 160+ countries
Toolkit Included:
Includes a practical, ready-to-use toolkit with implementation templates, worksheets, checklists, and decision-support materials so you can apply what you learn immediately - no additional setup required.
Adding to cart… The item has been added

Mastering Contact Center Workforce Management: A Step-by-Step Guide



Course Overview

This comprehensive course is designed to equip contact center professionals with the skills and knowledge needed to effectively manage their workforce, improve customer satisfaction, and increase productivity. Through interactive lessons, real-world examples, and hands-on projects, participants will gain a deep understanding of workforce management principles, strategies, and best practices.



Course Objectives

  • Understand the fundamentals of contact center workforce management
  • Learn how to forecast and schedule staff effectively
  • Develop strategies for improving customer satisfaction and loyalty
  • Discover how to measure and analyze key performance indicators (KPIs)
  • Improve communication and collaboration skills
  • Learn how to leverage technology to enhance workforce management
  • Develop a comprehensive workforce management plan


Course Outline

Module 1: Introduction to Contact Center Workforce Management

  • Defining workforce management and its importance in contact centers
  • Understanding the role of workforce management in achieving business objectives
  • Overview of key workforce management concepts and terminology

Module 2: Forecasting and Scheduling

  • Understanding forecasting methodologies and techniques
  • Learning how to create accurate forecasts and schedules
  • Best practices for managing staffing levels and schedules

Module 3: Customer Satisfaction and Loyalty

  • Understanding the importance of customer satisfaction and loyalty
  • Developing strategies for improving customer satisfaction and loyalty
  • Measuring and analyzing customer satisfaction and loyalty metrics

Module 4: Performance Metrics and KPIs

  • Understanding key performance metrics and KPIs
  • Learning how to measure and analyze KPIs
  • Best practices for using KPIs to drive business decisions

Module 5: Communication and Collaboration

  • Understanding the importance of effective communication and collaboration
  • Developing strategies for improving communication and collaboration
  • Best practices for managing conflict and difficult conversations

Module 6: Technology and Workforce Management

  • Understanding the role of technology in workforce management
  • Learning how to leverage technology to enhance workforce management
  • Best practices for implementing and using workforce management software

Module 7: Workforce Management Planning

  • Understanding the importance of workforce management planning
  • Developing a comprehensive workforce management plan
  • Best practices for implementing and evaluating workforce management plans

Module 8: Advanced Workforce Management Topics

  • Understanding advanced workforce management concepts and strategies
  • Learning how to apply advanced workforce management techniques
  • Best practices for staying up-to-date with industry trends and best practices

Module 9: Case Studies and Group Discussions

  • Real-world case studies of successful workforce management implementations
  • Group discussions and activities to reinforce learning and share best practices

Module 10: Final Project and Course Wrap-Up

  • Completing a comprehensive final project that applies workforce management principles and strategies
  • Course wrap-up and final Q&A session


Certificate of Completion

Upon completing the course, participants will receive a Certificate of Completion issued by The Art of Service. This certificate demonstrates that participants have gained the knowledge and skills needed to effectively manage their contact center workforce.



Course Features

  • Interactive and engaging: The course includes interactive lessons, real-world examples, and hands-on projects to keep participants engaged and motivated.
  • Comprehensive and up-to-date: The course covers all aspects of contact center workforce management, including the latest trends and best practices.
  • Personalized learning: Participants can learn at their own pace and on their own schedule, with access to course materials and instructor support.
  • Expert instructors: The course is taught by experienced instructors with expertise in contact center workforce management.
  • Certification: Participants receive a Certificate of Completion upon completing the course.
  • Flexible learning: The course is available online, allowing participants to learn from anywhere and at any time.
  • User-friendly platform: The course is delivered on a user-friendly platform that is easy to navigate and use.
  • Mobile-accessible: The course can be accessed on mobile devices, allowing participants to learn on-the-go.
  • Community-driven: Participants can connect with other learners and instructors through online discussions and forums.
  • Actionable insights: The course provides actionable insights and practical advice that participants can apply to their own contact center operations.
  • Hands-on projects: The course includes hands-on projects that allow participants to apply their knowledge and skills in a real-world setting.
  • Bite-sized lessons: The course is delivered in bite-sized lessons that are easy to digest and understand.
  • Lifetime access: Participants have lifetime access to course materials and instructor support.
  • Gamification: The course includes gamification elements that make learning fun and engaging.
  • Progress tracking: Participants can track their progress and stay motivated with progress tracking features.
,
!