Contact Center Staffing and Scheduling: Building a Long-Term Model

Learn the science of scheduling and get a handle on the most effective ways to staff for your call center’s short term, mid-term and long term service level goals.

Accurate staffing and scheduling is the key to achieving the “right people at the right time” to meet service levels. Through ICMI’s Contact Center Staffing and Scheduling: Building a Long-Term Model Part 1 virtual classroom course, you’ll get the in-depth information you need to create a staffing model that will increase efficiency and boost employee satisfaction

This course gives you an in-depth tutorial in determining base staff requirements for service level transactions. We’ll cover every detail of how to use the Erlang C model and computer simulations, including the pros and cons of each type. ICMI’s experts will demonstrate the right ways to calculate staff, as well as the wrong ways in a manner that will allow you to take what you’ve learned and quickly implement it.

In ICMI’s Contact Center Staffing and Scheduling: Building a Long-Term Model Part 1 virtual classroom course, you’ll explore how to determine your requirements for response time transactions using a variety of parameters including volume, average handle time and the response. Actual response time calculations and practice exercises will help you hone your skills and use what you’ve learned to achieve results within your organization.

Once you have mastered internal staffing, you’ll develop a long-term staffing model that gets you away from negotiating for more staff and eliminates the conflict and confusion associated with staffing and budgeting.

Designed for managers, supervisors and analysts who are responsible for workforce management and need specific, detailed instruction in:

• The best ways to staff for the short term, midterm and long term goals
• Determining base staff requirements for service level transactions
• Using Erlang C and computer simulation
• Determining base staff requirements for response time transactions
• FTE/Budgeting
• Building a staffing model

Date:	Price:
Jul 13, 2pm to 4pm EST	$299.00

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