Call Center - Workforce & Resource Management

Align the Call Center

Description:
Workforce management is the process of getting the “just right” number of staff in place every hour to maximize service and minimize cost and it’s one of the most important planning and management functions in the call center. In this session, you’ll learn the implications of getting the numbers wrong, as well as the step-by-step process of effectively forecasting calls, calculating staff requirements, creating staff schedules, and tracking daily service and performance. You’ll hear about the critical tradeoffs between staffing, service, and cost and how each of these tradeoffs affects the final staff count.

Webinar Objectives:

• Define workforce management and its implications on cost and service
• Describe why call center staffing is such a unique kind of problem
• Identify the impact that every single individual has on meeting service goals and balancing workload
• Outline ways to improve attendance and schedule adherence
• Outline the step-by-step process of forecasting calls, calculating staff, and creating workforce schedules

Delivery Method:
Access to this 90-minute webinar is provided via an Internet connection and a separate audio (telephone) connection. An unlimited number of students may participate around a single web/audio connection.

To speak with an LSA Expert to learn about the call center - workforce & resource management training and delivery options for your company, please contact us.