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| How Do I Register? |
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Certification of Proficiency in Workforce Management
(A Three Day Workshop) |
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Workshop Objectives
This workshop will help participants: |
- Appreciate the Business Benefits of Metrics Based Management
- Derive a Dashboard of Metrics from Key Business Drivers
- Understand Operational Definitions of Commonly Used Metrics
- Prepare a Base for Collecting and Organizing Data
- Use Tools and Techniques to Analyze Data
- Convert Metrics to Meaningful Actions for Consistent Delivery and Improvement
- Understand Who Should Use What Metrics
- Imbibe industry best practices
- Increase Readiness to Apply Learning 'on theJob' Immediately
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| Who should attend |
- Anyone in the workforce management field who has experience in one/all three areas
- Planning and Strategy
- Staffing and Scheduling and
- Managing Daily Staffing and Service
- Also has work experience in several different workforce management environments.
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| Workshop Content |
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| Introduction to Workforce Management |
- What is workforce management (WFM)
- Impact of poor WFM
- Contact center cost components
- What makes call center staffing unique
- Making the most of staffing resources
- The basic steps of workforce management
Forecasting Call Center Workload |
- The data collection process
- Data validation/dealing with aberrations
- Sources of call data
- Business drivers and factors
- Simple, moving, and weighted averages
- Time series analysis
- Calculating trend
- Identifying seasonal patterns
- Calculating day-of-week factors
- Identifying time-of-day patterns
- The impact of special events
- Shortcut forecasting approaches
- Calculation and formula review
Planning Resource Requirements |
- Defining service goals: Service level, ASA
- Calculating average handle time
- The relationship between workload and staff Calculating staff workload
- Techniques for determining staff requirements
- Understanding the Erlang staffing models
- Case problem: Step-by-step staffing design
Staffing Tradeoffs |
- Factors that influence staffing numbers
- Service versus staff relationship
- Economies of scale
- Agent occupancy
- Consolidation case problem
- Calculating staff for outbound calling
- Calculating staff for email demands
Scheduling Call Center Staff |
- Balancing contact center and agent needs
- Basic scheduling principles
- Calculating schedule requirements
- The impact of workforce shrinkage
- Coverage objectives
- Components of scheduling
- Shift span
- Days on/off
- Start/stop options
- Schedule creation case problem
- Implementation challenges and tips
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| Managing Daily Schedules and Service |
- Tracking schedule adherence
- Monitoring intra-day variations
- Tracking and reporting service
- Daily reaction strategies
- Staffing plans
- Call flow strategies
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| Managing Attendance and Adherence |
- Impact of adherence problems
- Quantifying the impact
- Diagnosing reasons for non-adherence
- Adherence solutions
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| Automating WFM Tasks |
- Limitations of manual approach
- Qualifying characteristics
- Basic system capabilities
- Advanced system capabilities
- Cost justification components
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| Benefits of CWPP Certification
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- The certification allows the recipient to use the following title after his/her name: Certified Workforce Planning Professional (CWPP).
- Guarantees an individual’s commitment to excellence.
- Mastery of complex skills from experience and preparation
- A dedication to results-driven performance.
- Learning, assessments, and projects reflects the individual’s broad business knowledge
- Rewards with a pinnacle level of attainment in the industry.
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| SWPP Associate Certification |
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- SWPP also has an Associate Certification for someone who is only involved in only one of the three testing areas:
- Planning and Strategy
- Staffing and Scheduling
- Managing Daily Staffing and Service
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| Associate Certification is achieved by passing the specific test in one area and completing a project in that area as well. |
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