March 2024 Real-Time WFM for Contact Centre Analysts The March 2024 Real-Time WFM for Contact Centre Analysts training course will be held online on Tuesday, 19th of March between 9:00 and 17:00 AEDT.
Price: $697.00 AUD ex GST Course Overview Workforce management is one of the most critical functions in a contact centre, so it is important to ensure everyone on the WFM team has the skills and knowledge they need to be successful.
This course is specifically designed for Real-Time Analysts (RTAs) in a Contact Centre to ensure they have the tools they need to make better decisions, encourage more efficient planning, and improve customer experience.
It covers everything from workforce planning fundamentals to tracking and analysis, as well as what needs to be considered when things don't go according to plan, such as adjusting rosters, break times, queue allocations, and more.
The principles and techniques taught in this course are vendor-agnostic and do not depend on the type/brand of WFM software used.
Importance of Real-Time Analysis A fundamental component of Workforce Management is forecasting future customer demand and aligning your rosters to maximize resources during busy periods.
Real-time analysts will analyze the situation and data, making decisions or recommendations to maximize business and customer outcomes with available resources while balancing staff preferences with shift and break times.
What You'll Learn This course teaches the basics of workforce management with a focus on techniques to help make better business decisions regarding the real-time needs of your contact centre.
Making real-time decisions can significantly impact your business with benefits including: Improved business outcomes (increased efficiency and better customer and employee experience) Improved customer outcomes (less wait time) Improved employee outcomes (better balancing of shift times, increased flexibility of breaks, and training).
No WFM Software Required! You don't need any WFM software to complete this course.
However, if you are in the market for some, you'll find a list of suppliers on the Australian Customer Experience Professionals Association (ACXPA) Supplier Directory.
Course Modules 1 Day of Live, Facilitated Learning The course includes four modules delivered live over one day and facilitated by Call Design, the Workforce Optimisation experts in Australia.
MODULE 1: INTRODUCTION TO WORKFORCE MANAGEMENT Understanding workforce management is critical to optimize the customer experience.
Defining a contact centre What workforce management is The workforce management lifecycle The role of workforce planning MODULE 2: WORKFORCE PLANNING FUNDAMENTALS This module provides insight into the importance of workforce planning, including an overview of forecasting and scheduling.
Forecasting- gathering and analysing data.
Understanding service level goals and creating basic forecasts Multi-skilling Calculating how many staff you need in each interval of the day.
Scheduling – balancing customer service requirements and staff preferences.
MODULE 3: TRACKING AND ANALYSIS Real-Time Analysts will learn to track what is happening and analyze results.
What to measure When to measure it Understanding the impact of a variance to the plan MODULE 4: INTERVENTION AND RECOMMENDATIONS This module covers why intervention is often required and how to manage exceptions.
Why intervention is important Exception management How and when to intervene Re-forecasting Providing recommendations to the business.
Course Details The course will be held online on Tuesday, 19th March from 09:00 to 17:00 AEDT.
Price: $697.00 AUD ex GST per employee.
Tickets can be purchased instantly with a credit card or you can request an invoice at checkout.
Available Discounts Save 15% when booking for three or more staff in the same transaction.
ACXPA Members save 25% off all CX Skills courses for 12 months.
Contact us for customised pricing and availability for large teams.
Questions? Contact us for any questions regarding the March 2024 Real-Time WFM training course.
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