Call Center Training - Call Center Learning Solutions, training the voice of your business with on-site courses, online courses,web seminars, and e-learning call simulations.

You can put together a plan that mobilizes “the right people at the right time” using ICMI’s step-by-step approach. ICMI’s Contact Center Staffing and Scheduling: Implementing Best Practices Part 2 virtual classroom course details exactly how you can become a more effective manager and meet service level goals by creating a staffing plan that addresses your specific requirements.

This course covers the importance of scheduling and the pitfalls of an improperly staffed center. ICMI helps lay the foundation for a planning culture within your organization that takes into account the roles of agents, team leaders, call center managers, current schedulers and IT department members.

You’ll examine the factors that contribute to the construction of a staffing plan that balances the needs of your organization with the needs of your employees. ICMI’s Contact Center Staffing and Scheduling: Implementing Best Practices Part 2 includes specific strategies for accommodating employee requests for vacation and time off and tips on how to best administrate these requests.

Using “smoothing strategies,” you’ll learn how to limit peaks and valleys in workload and how to manage them in advance. We’ll reveal ICMI’s two-step plan for managing peak workload management and tips for volume smoothing. Plus, ICMI will tell you which strategies you should avoid.

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

The importance of scheduling: what every effective manager needs to know
Laying the foundation for a plan that fits your needs
Building balance into your schedules: best bets for administrating time off
Managing peaks and valleys: specific strategies you should be using
Implementing a tiered approach

Date:	Price:
Jul 20, 2pm to 4pm EST	$299.00