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Topic outline

  • General Information

    Thank you for enrolling into the intra-day training. Before you begin, here is some general information to help you get started on our learning environment:

    This training is built up from a number of different courses. The courses are presented in an order that gives the smoothest path through the different WFM techniques. Starting from the basics and non-technical overviews you will be guided through all the processes and models that are required to fully understand every aspect of the WFM process in the training. To get started, you can enroll into the first course below. You have the ability to access all courses from the start, but we would advice you to go through them one by one. You can navigate through your enrolled courses using the navigation block on the left side of the screen or via your dashboard.

    The courses are done topic by topic. You will get access to new topics as you complete previous ones. Generally each topic consists of a video that explains the material, followed by some exercise that will test your newly-gained knowledge. You can work through courses at your own tempo. Only once you made the final assignment of a course you have to wait for us to correct your work to complete the course. When you finish a course, we woud like you to fill in a short survey at the bottom of the course, so we can work on improving the quality of our courses.

    If at any point you have questions about the training's material, the courses in general or if you want to discuss anything WFM related, feel free to make a post in the WFM forum. We will try to answer your question as fast as possible. This forum is also reachable later through a link in the “global links” block which appears on the left side of the page.

    If anything is still unclear feel free to message us or post your question to the forums. You can now continue to your first course by clocking the link below.

    • 1: Excel for WFM

      In this course, you will learn all basic Excel functionality needed to complete this training. From the most basic functions to macro's and solvers.
    • 2: Forecasting Overview

      This course will give you an overview of the WFM cycle in a non-technical way. Topics include planning cycles, roles, responsibilities and targets.
    • 3: Theory of Variability

      This module discusses different aspects of variability. It discusses topics from probability theory and statistics that are relevant to WFM. Topics in this course are: histograms, mean, median, standard deviation, significance, some well-known distribution and the relation between scale and randomness.
    • 4: Call Arrival Process

      In this course we learn how customer requests arrive at a call center, as well as to understand fluctuations in arrivals and how to simulate them.
    • This topic

      5: Customer and Agent Behaviour

      In this module we discuss the behavior of customers and, to some extent, the behavior of agents.
    • 6: Single-Skill Systems

      In this topic you will learn the theory and application of single-skilled queueing systems. Topics include performance and staffing, Erlang C/X and simulation
    • 7: Multi-Skill Systems

      In this topic, we extend the single-skill systems to include more skills. We look at the extra theory needed to make these systems work and we simulate such systems.
    • 8: Multi-Channel Systems

      Besides having multiple skills, a call center can also use multiple channels. Examples of this are e-mails and/or chat. In this topic we look at how adding additional channels affects our models and how we can use simulation to analyze these systems.
    • 9. Certificate of Completion

      To obtain the Certificate of Completion for the entire training. Your average grade of all topics of all courses 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.

      If you complete all the courses. Please contact us via the About us page, so we can prepare your custom certificate and a little surprise.