The Workforce Management Boot Camp

Increase the accuracy of your forecasts and schedules and save tens of thousands of dollars, month after month.

Take your forecasting and scheduling processes to the next level when you learn how to improve forecast accuracy, increase employee satisfaction, and consistently meet service levels.

Price:
$3,095.00

Attention! Calling all workforce management personnel to experience an unprecedented educational opportunity. Never before has the industry seen such comprehensive training that focuses on the judgments you make, not just the tools you use.

After four days of ICMI's Workforce Management Boot Camp, you'll emerge with renewed enthusiasm and increased skills to make your center's workforce planning more efficient and more effective – no crew cut required!

Learn Through Practice

This unparalleled opportunity to learn an integrated approach to call center workforce planning is based on the realities that managers and analysts face every day. Bring your laptop and gain four days of hands-on experience improving forecasts, calculating staffing resources, and reviewing new scheduling approaches. You and your colleagues will work through realistic exercises to solve common forecasting, staffing and, scheduling challenges.

This workshop not only teaches you proven techniques to improve forecasting and scheduling, but allows you to practice those techniques with input from expert instructors. You will leave with a laptop full of true-to-life examples. Plus, you'll receive a comprehensive course manual to reference for many years to come.

Supplement your on-the-job experience with formal training on how 'the best in the industry' provide accurate forecasts and schedules that balance the needs of the organization and employees.

Take the opportunity to:

• Examine a variety of forecasting models and determine what works best for you
• Discover keys to forecasting workload demand at the monthly, weekly and intraday levels
• Examine what accounts for your staff utilization
• Learn about flexible scheduling practices improve employee morale
• Reduce the "chaos mentality" of real-time management
• Provide more value through reporting and data administration

You will walk away with the ability to:

• Get the most out of Excel
• Use forecasting, scheduling and analysis tools increase efficiency
• Create long-term staffing plans that account for the realities in your center
• Identify how and when to reforecast
• Build a real-time management plan
• Manage adherence to schedule
• Create more value out of your workforce management practices

Discover what you need to know as a workforce management professional to provide greater value to your organization, and your career!

Seminar materials:

• A comprehensive course manual
• Glossary of call center terms
• Article reprints and studies
• EZ Start Scheduler
• QueueView: A Staffing Calculator

Demonstrate the knowledge you've gained with an ICMI Knowledge Certificate! After the seminar, you may choose to take an online assessment to demonstrate the knowledge you've gained. When you pass the test, we'll send you an ICMI Knowledge Certificate.

Who should attend?

This intense workshop is intended for practicing workforce managers with little formal training who need to get up-to-speed fast on proven workforce planning techniques.

Whether you have a few agents, or a lot; workforce management software, or not…you'll benefit from this workshop. Instead of focusing on specific tools and how they function, this seminar focuses on how to make the right judgments about the outputs from those tools.

Laptop Requirements

• NT 4.0, 2000, XP or higher operating system
• Microsoft Excel 2000, 2002 or 2003 (with all latest patches installed)
• 6 MB free hard disk space

Prior to the WFM Boot Camp, you will be sent software to load onto your laptop and bring with you to the workshop.

Prerequisites

Working knowledge of Excel, including the ability to create formulas

In-Person Seminar Cancellation Policy

Confirmed registrations can be cancelled up to 14 days prior to the program without penalty. Any cancellations within 14 days of the scheduled class are subject to a cancellation charge of $150. Registrants who do not cancel 7 days in advance are subject to a cancellation charge of $600. The balance of fees paid can be applied to another in-person seminar. You may send a substitute at any time without penalties. Applies to all in-person seminars except Six Sigma.

In the event we must cancel a seminar for any reason, we will be responsible only for refunding the actual seminar registration fees received.

Price:
$3,095.00

Call Center Learning Solutions "Training the voice of your business" ©