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Topic outline

  • Course Overview

    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

    • Introduction WFM overview and history of callcenters

      Let's begin
    • Contactcenter Performance Measures

      Restricted Not available unless: The activity Describe the added value of your contact center is marked complete

      How to measure CCC performance?


    • CCC Roles and Responsibilities

      Restricted Not available unless: The activity Performance measures is marked complete

      Staff- and line functions and WFM in a CCC


    • The operational WFM cycle

      Restricted Not available unless: The activity Roles and responsibilities is marked complete

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


    • Operational forecasting

      Restricted Not available unless: The activity The operational WFM cycle assignment is marked complete

      Introduction to the operational forecasting process


    • Operational WFM planning cycle

      Restricted Not available unless: The activity Operational forecasting assignment is marked complete

      Introduction to the operational planning process


    • Scheduling

      Restricted Not available unless: The activity From Workload to gross Workforce is marked complete

      Introduction to the scheduling process


    • Traffic Management

      Restricted Not available unless: The activity Kpi's for scheduling is marked complete

      Introduction to the traffic management process

    • The Tactical WFM Cycle

      Restricted Not available unless: The activity Traffic management Service level tool is marked complete

      Introduction to the WFM support of CCC tactical operations


    • Occupancy and FTE

      Restricted Not available unless: The activity Tactical WFM cycle assignment is marked complete

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


    • Strategic WFM Cycle

      Restricted Not available unless: The activity Occupancy assignment is marked complete

      Introduction to the WFM support of CCC strategy


    • WFM Implementation

      An example of WFM organization in processes, functions and departments


    • Feedback and Certificate

      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.