WFM Fundamentals, 1 day

Target Group: 
Sponsors, purchasers, CC manager and users

Content:
The contact centre´s different parts and different ways of working (multiskill, multisite, etc.)

The core of Workforce Management:

Staff, customers, profitability. (Forecast, shift, agents, schedule, evaluation.)

• Planning all activities
• Erlang C - what is it?
• Is there a perfect schedule? How can we get it as good as possible
• Participants summarizes and gives its conclusion
• Improve

Where:
In the classroom (several customers at the same time), with Teleopti or On Site

Trainer:
Training is held by Improve Consultants