The course ‘WFM Overview’ provides an introduction to WFM challenges and processes in a Customer Contact Center environment. This course provides insight in the role the WFM processes play in a CCC and how these processes interact with other support processes in the CCC to help support management decisions.

The WFM sub-processes Forecasting, Planning, Scheduling and Traffic Management are explained, and relevant WFM mathematics and arithmetic are introduced. Finally the actual implementation of WFM processes is briefly addressed.

The main aim of this course is to familiarize yourself with the various CCC processes, so you have suffucient base knowledge needed for the rest of the training

How to measure CCC performance?

Staff- and line functions and WFM in a CCC

Introduction to the WFM support of day-to-day CCC operations

Introduction to the operational forecasting process

Introduction to the operational planning process

Introduction to the scheduling process

Introduction to the traffic management process

Introduction to the WFM support of CCC tactical operations

About occupancy and fte and how to use them in a capacity plan

Introduction to the WFM support of CCC strategy

An example of WFM organization in processes, functions and departments

Before you move on to the next course, we would like to hear your feedback on this one.

To obtain the Certificate of Completion your average grade of all topics should be higher than 80%. You can retry every single topic as much as you would like. There is no limit in time or number of tries.