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DESCRIPTION:COPC® Mastering Workforce Management (WFM) teaches tangible methods to accurately forecast labor requirements, improve staff performance, and reduce labor-related costs along with many other processes to optimize the service journey and customer experience of your customers.

This training will benefit any WFM Specialist (junior and senior) in customer experience and contact center organizations whose role involves forecasting workloads, capacity planning, creating schedules and rosters, or managing the KPI’s as part of real-time management. The global best practices, as well as the practical and theoretical skills included in this training are beneficial for individuals or teams in all organizations. Whether you work within highly complex, multiskilled frontline environments, or single skilled back office or social media teams, equip and empower yourself with these critical skills.

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What You Will Learn:

  • Impact of workforce management on service, efficiency and customer experience
  • Best practices in forecasting methods and data collection to make better predications
  • Accurate demand requirement calculations for capacity planning, scheduling and recruitment
  • Appropriate timelines and best practice design of your workforce management process
  • To consult your operations about the impact of changes from a workforce point of view
  • Creating successful long-term and short-term plans for your staff and programs
  • Planning for voice, non-voice and blended environments
  • Managing effective service and efficiency performance in real time
  • Effectively meeting demand requirements, simplifying compliance and reducing costs
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