In this two-hour course, a detailed
introduction to the workforce management (WFM) challenges and processes in a
contact center are provided. The course starts with an elaborated overview of
WFM processes so that you will learn how these processes interact with each other.
Then the sub-processes including Forecasting, Capacity Planning, Scheduling,
and Intra-day Management are explained respectively, combined with relevant WFM
terminologies, mathematics, and arithmetic.
In the end, the actual implementation of
each process is addressed. The main aim of this course is to help you get
familiar with various contact center processes and to build yourself a
structure of WFM knowledge so that you can further develop the expertise for
your own WFM task.
No previous knowledge is required to start
This course is one of the seven courses in
the Capacity Training.