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Interactive Call Center Training Explores Value of Workforce Management


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February 08, 2013

Interactive Call Center Training Explores Value of Workforce Management

By Susan J. Campbell, TMCnet Contributing Editor

Scheduling the workforce can be a tricky process regardless of the environment. When the scheduling is done for a busy call center, the balancing of multiple variables creates a complicated mess without the proper tools in place. As a result, many call center training course will focus on the importance of workforce management and how best to schedule for anticipated call volumes.

The Resource Center for Customer Service Professionals (RCCSP) is offering the Introduction to Call Center Workforce Management: Understanding Call Center Staffing and Scheduling. This online call center training class is a 90 minute, instructor-led course that provides call center managers insight into the implications of poor forecasting and scheduling. 

Participants will also learn the step-by-step process of effectively forecasting for anticipated volumes, calculating the number of agents needed per shift, how to create the effective staff schedule, and the best methods for tracking daily service processes and overall performance. The course will also examine the critical balance between service, staffing and cost, understanding how each of these elements affects the final staff count and overall performance of the center. 

Available on the Web, this seminar will also define workforce management for the call center environment, exploring the implications these programs have on service and cost. It will also explore why staffing for the call center is such a unique problem while outlining the steps involved with accurate forecasts and calculating staffing needs. Participants will also have the opportunity to learn best practices for improving attendance and schedule adherence.

Individuals on a path toward management can benefit from call center training focused on staff scheduling and performance initiatives. To participant in this seminar, interested parties need access to the Internet and a telephone. Registration is required, as participants will receive an E-mail containing special instructions for the Web portion of the seminar two days before the event. On the actual day of the event, the seminar will be launched on a designated page, with a toll free number available for audio. 

Not only will participants be able to view the presentation via their Web browser, they will also be able to join in live polling and send questions in real-time via E-mail. The telephone connection will allow participants to ask questions or comment on points made during the presentation. With the technology available to support this seminar, there is no limit to the number of individuals participating in this call center training. 

Be sure to visit the RCSSP site for registration and fee schedules, as well as information regarding discounts for certification series.

Edited by Ashley Caputo

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