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Topic outline

  • Welcome to the WFM-Academy demo course. Below you will find some sample content from a selection of available courses that are on this website.

    Feel free to look around, watch the video's with the course contents and make the assignments and quizzes.

    If you are interested in purchasing a training, if you have questions about the courses we have to offer or maybe if you want a quote, don't hesitate to send us an e-mail at

  • Introduction WFM overview and history of callcenters (From: WFM Overview)

    Let's begin this course by looking at the history of WFM. Please watch the video and then make the assignment.

  • Contactcenter Performance Measures (From: WFM Overview)

    In this topic we look at how to measure CCC performance. Watch the video and make the assignment afterwards.

  • Working with the Poisson distribution (from: Arrival Processes)

    Please watch the clip on the Poisson distribution and do the quiz afterwards.

  • Erlang X (From: Single-Skill Systems)

    In the previous topic, we looked at the Erlang-C system. Now, we expand on the system and look at Erlang-X.

  • Feedback

    Before you start a premium course or training. We would like to hear your feedback on the demo! By collecting and reviewing your feedback we can improve our demo and course content weekly.