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