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 GSTLearn 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 learnThe 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 Modules1 Day of Live, Facilitated LearningThe 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 MANAGEMENTUnderstanding what workforce management is and the challenges organizations face.Defining a contact centreWhat workforce management isThe workforce management lifecycleThe role of workforce planningMODULE 2: WORKFORCE PLANNING FUNDAMENTALSInsight into the importance of workforce planning, including forecasting and scheduling.Forecasting - gathering and analysing dataUnderstanding service level goalsCalculating staff needsScheduling - balancing customer service requirementsMODULE 3: TRACKING AND ANALYSISTracking what is happening and analysing results.What to measureWhen to measure itUnderstanding the impact of a variance to the planMODULE 4: INTERVENTION AND RECOMMENDATIONSManaging exceptions and providing recommendations to the business.Why intervention is importantException managementRe-forecastingDates and TimeThe course will be held online on:Tuesday, 16th July09:00 to 17:00 AESTAll 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 CallDesignCourse workbook (delivered electronically)Available DiscountsSave 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?#J-18808-Ljbffr
