The July 2024 Real-Time WFM for Contact Centre Analysts training course will be held online on Tuesday, 16th of July, between 9:00 and 17:00 AEST.
Course Fee: $697.00 AUD ex GST
Learn how to make real-time decisions to improve business and customer outcomes! 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 your customers' 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 so on.
Why is real-time analysis so important? A fundamental component of Workforce Management is forecasting/predicting future customer demand and aligning your rosters (start/finish times, breaks, annual leave), etc., to try and maximise your resources during your busiest periods.
However, even the best plans can be disrupted by sick leave, traffic delays, urgent training requirements, and higher than forecasted volumes due to external events. Real-time analysts will analyse the situation and make decisions or recommendations to maximise the business and customer outcomes with the resources available.
What you'll learn The July 2024 Real-Time WFM for Contact Centre Analysts training course teaches the basics of workforce management, focusing on techniques to help make better business decisions on the real-time needs of your contact centre.
Benefits include:
Improved business outcomes (increased efficiency and a better customer and employee experience) Improved customer outcomes (less wait time) Improved employee outcomes (better balancing of shift times, increased flexibility of breaks, training, coaching, etc.) 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 (online/virtual) and facilitated by CallDesign, the Workforce Optimisation experts in Australia.
MODULE 1: INTRODUCTION TO WORKFORCE MANAGEMENT Understanding what workforce management is and the challenges organizations face.
Defining a contact centre What workforce management is The workforce management lifecycle The role of workforce planning MODULE 2: WORKFORCE PLANNING FUNDAMENTALS Insight into the importance of workforce planning, including forecasting and scheduling.
Forecasting - gathering and analysing data Understanding service level goals Calculating staff needs Scheduling - balancing customer service requirements MODULE 3: TRACKING AND ANALYSIS Tracking what is happening and analysing results.
What to measure When to measure it Understanding the impact of a variance to the plan MODULE 4: INTERVENTION AND RECOMMENDATIONS Managing exceptions and providing recommendations to the business.
Why intervention is important Exception management Re-forecasting Dates and Time The course will be held online on:
Tuesday, 16th July 09:00 to 17:00 AEST All course participants will receive the course link and electronic workbook prior to the course's commencement.
Course Fee Includes: One full day of live facilitated training by CallDesign Course workbook (delivered electronically) 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. Do you have questions about this course?
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