Call Center Forecasting and Scheduling (WFM)

• Audience:
• Duration: 2 Days
• Cost: 4950 SAR

The objective of this course is to gain knowledge on the workforce management process. Attendees will learn all phases starting with the data analytics and business intelligence to call forecast, order agent requirements computation, scheduling its adherence and its intraday changes. The learning environment is interactive and full of case studies, exercises and games.

Course Outline

Data Collection and Analysis and Forecasting Fundamentals.  Review data sources for WFM process and applying time-series analysis to predict calls

Calculating Call Center Staff: The Math of Call Center Staffing Tradeoffs.  Apply Erlang and other staffing calculations and evaluate service and cost tradeoffs 

Scheduling Principles and Problems: Solutions to Scheduling Challenges.  Discuss scheduling issues and identify schedule optimization strategies  

Managing Daily Service Levels: An Intra-Day Guide to Managing Staff and Service.  Monitor intra-day developments and make adjustments to optimize staff and service