Provided by: Serebra Learning Corporation

Call Center Operations Workforce Management

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Training Provided by Serebra Learning Corporation

This course describes forecasting, scheduling, occupancy and staffing principles, and explains their impact on the life of an agent and the success of a call center. Agents who want to progress to an understanding of call center operations, including workforce management, technological applications and performance measurement for both agents and call centers.

Training Avaliability and Delivery

This is primarily online training
	This is an online eLearning or CBT training program
	Contact Serebra Learning Corporation for more information

Schedule:	3.5 hours
Training Presented in:	English

Related Keywords: sales customer facing skills service prime call center abc s operations workforce management completion this course student will able list basic process two stages forecasting analyze impact change staffing speed answer factors influence agent occupancy recognize challenge balancing scheduling efficiencies individual agent preferences

Training Program Details

Audience

Agents who want to progress to an understanding of call center operations, including workforce management, technological applications and performance measurement for both agents and call centers.

Topics

What is Workforce Management (

Forecasting the Workload

Staffing for Speed

Agent Occupancy

Optimum Scheduling

Objectives

Upon completion of this course, the student will be able to:

List the basic steps in the workforce management process
Identify the two stages in forecasting
Analyze the impact a change in staffing will have on speed of answer
Identify the factors that influence agent occupancy
Recognize the challenge of balancing scheduling efficiencies with individual agent preferences

About Serebra Learning Corporation - Training Provider

Serebra Learning Corporation - Serebra Learning Corporation provides technology-based training solutions through a combination of Cortex, its proprietary learning management system (LMS), and a curriculum catalog with over 1,825 current courseware titles. Founded in 1987 (as FirstClass Systems, with a name change to Serebra in 2001), Serebra has over sixteen years" experience delivering e-learning solutions to both...

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