Discover the critical strategies, measurements, and tactics for fine tuning the efficiency and productivity of your call center − without adding staff. In an economy where you are expected to maintain services levels without adding additional agents or supervisors, ICMI’s Optimizing Your Contact Center Resources, two-part virtual classroom course will teach you the contact center-specific workforce management strategies you need to make the most of what you have.

You’ll start with taking a look at your recruitment and training practices to find ways to minimize the costs of finding, interviewing, and acquiring staff. Through a few simple baseline measurements of your current hiring process, you’ll discover where your best agents come from and what characteristics they share so you can lower the cost of washout and attrition. Since the bulk of contact center costs come from staffing, staffing with precision is the key to successful workforce management and cost optimization.

You’ll learn the pitfalls of overstaffing and understaffing, as well as the processes and formulas you need to accurately forecast your workload. You’ll even assess the accuracy of your forecasting to improve your skills at having the right number of people at the right time in your contact center.

1st Offering: Feb 24, 25 and 26, 10am-12pm EST
2nd Offering: May 18, 19 and 20, 10am-12pm EST