In this training we bring you a comprehensive overview of how Workforce Management (WFM) capacity management is implemented in contact centers. We dive into the mechanisms underlying the call arrival process to offer essentials about the amount of people you need extra on a daily basis. So you can reach your service level (safety calculations) and shift scheduling in single-skill, multi-skill and also multi-channel blended contact centers. You will get hands-on experience in using Excel-based tools like Erlang add-ins and shift scheduling optimization sheets.
