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Provided by: Serebra Learning Corporation Call Center Operations Workforce ManagementCall Center Training |
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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.
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Training
Provided by Serebra Learning Corporation
- H asked: Regarding to this course after completing will I get a certificate in it. And how efficent and benefiting is this program.
- S asked: I would like to know how do you calculate the workload with a manual method. what are the workings that are used? What formula is used apart from Erlang to calculate the work load?
- K asked: I am interested in understanding a staffing and scheduling model which would be applicable to inbound, outbound or transaction process oreinted.
- M asked: Looking for a WFM training class. What is the cost on this one?
Call Center Operations Workforce Management
AudienceObjectives
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.
TopicsWhat is Workforce Management (
Forecasting the Workload
Staffing for Speed
Agent Occupancy
Optimum Scheduling
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 The Training Provider: Serebra Learning Corporation
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...
