Loading Events

WFM for Team Leaders – Online Course

July 31 @ 9:00 am - 4:00 pm

Workforce Management is an important function in contact centres but one that is often misunderstood by people outside the WFM team. This course is designed specifically for team leaders, managers and anyone with a stake in the workforce management process to help them better understand the challenges involved.   As part of Call Design’s Workforce Optimisation Program, this one-day, WFM for Team Leaders course is designed to give your managers the tools they need to make better decisions, encouraging more efficient planning and boost your customers experience.

The online course modules include:

  1. The role of Workforce Management; why it is so important and the challenges in optimising the customer experience
  2. Forecasting, Scheduling and Real-time management insights
  3. The impact the individual has on the customer experience
  4. Workforce Management Engagement – how to engage your team


July 31
9:00 am - 4:00 pm


« All Events