COPC® Mastering Workforce Management

Balance customer demand, costs and employee needs with proven approaches in forecasting, capacity planning, scheduling and real-time management.

workforce management feature
Individual Training
For those who want to advance their skills or organizations that need training for a small group.
Public Course Schedule

Maintaining an optimal number of appropriately skilled staff is a complex task. Leaders are responsible for aligning workforce capabilities to meet customer needs while also efficiently managing resources. This delicate balance requires specific skills and knowledge from anyone involved in the workforce management (WFM) process.  

COPC® Mastering Workforce Management provides tangible methods to meet service-level demands while reducing costs. Attendees learn best practices they can quickly apply in any customer experience operation — regardless of technology, size or complexity. Experienced industry professionals guide participants through a series of proven techniques, practical examples, and exercises, ensuring mastery of the course content. 

The distinctive nature of this training sets it apart in the industry, offering advantages to both WFM specialists and those indirectly involved in WFM. Its primary benefit is providing essential knowledge and skills that enable participants to achieve both immediate and long-term enhancements in service quality and cost management. 

  • Enhanced Service Quality and Customer Experience
  • Improved Forecasting and Data Utilization
  • Strategic Workforce Planning
  • Real-Time Performance Management
  • Cost Reduction and Efficiency Improvement
  • Reduced Attrition and Absenteeism