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Real-Time Analyst for Contact Centres training course

May 2024 Real-Time WFM for Contact Centre Analysts training course

Learn how to make real-time decisions to improve business and customer outcomes!

Workforce management is one of the most critical functions in a contact centre, so it is important to ensure everyone on the WFM team has the skills and knowledge they need to be successful.

The May 2024 Real-Time WFM for Contact Centre Analysts training course is specifically designed for Real-Time Analysts (RTAs) in a Contact Centre to ensure they have the tools they need to make better decisions, encourage more efficient planning, and improve your customers’ experience.

It covers everything from workforce planning fundamentals to tracking and analysis, as well as what needs to be considered when things don’t go according to plan, such as adjusting rosters, break times, queue allocations, and so on.

In larger contact centres, the Real-Time Analyst is typically a dedicated role (or roles).

If you are in a smaller centre where you have to wear multiple hats, we recommend the Workforce Management Essentials training course that covers all you need to know about WFM.

Finally, the principles and techniques taught in this course are vendor-agnostic and do not depend on the type/brand of WFM software you use.

Real-Time Workforce Management Training Course in contact centres

Why is real-time analysis so important?

A fundamental component of Workforce Management is forecasting/predicting future customer demand and aligning your rosters (start/finish times, breaks, annual leave), etc, to try and maximise your resources during your busiest periods of the day/week/month/year.

But even despite the best plans in the world, things don’t always go to plan!

Sick leave, traffic delays, urgent training requirements, and higher than forecasted volumes due to external events (e.g., media, weather, etc.), plus your own business activities (marketing, product issues, etc.) can all wreak havoc!

Real-time analysts will analyse the situation (and data) and make decisions or recommendations to maximise the business and customer outcomes with the resources you have available, all while also trying to balance staff preferences with shift and break times – sounds easy, right???!!!

Real-Time Workforce Management training course for Call Centres

What you’ll learn

The May 2024 Real-Time WFM for Contact Centre Analysts training course teaches the basics of workforce management (as understanding the fundamentals is important) with a focus on techniques used to help make better business decisions on the real-time needs of your contact centre.

Making real-time decisions can have a significant impact on your business with benefits including:

Improved business outcomes (increased efficiency and a better customer and employee experience)
Improved customer outcomes (less wait time)
Improved employee outcomes (better balancing of shift times, increased flexibility of breaks, training, coaching, etc).

Real-Time WFM for Contact Centres training course outcomes

No WFM Software Required!

You don’t need any WFM software to complete this course. However, if you are in the market for some, you’ll find a list of suppliers on the Australian Customer Experience Professionals Association (ACXPA) Supplier Directory.

Search for Workforce Optimisation Technology Suppliers >

Real-Time WFM for Contact Centres training course suitability

Who should do this course?

The Real-Time WFM course is primarily designed for Real-Time Analysts, who are typically a dedicated role or team in larger contact centres.

In smaller contact centres, the team leaders or managers often make real-time decisions about rosters, breaks, queue management, etc.

In that instance, we have two courses that may be more suitable – WFM for Team Leaders and WFM Essentials.

Real-Time WFM for Contact Centres Course Modules

1 Day of Live, Facilitated Learning

The May 2024 Real-Time WFM for Contact Centre Analysts training course has been designed specifically for Real-Time Analysts working in a contact centre.

The course includes four modules listed below, delivered live over one day (online/virtual) and facilitated by CallDesign, the Workforce Optimisation experts in Australia.

MODULE 1: INTRODUCTION TO WORKFORCE MANAGEMENT

With over 70% of contact centre operating costs being related to personnel, it is critical to ensure the right number of staff are in place to optimise the customer experience.

You will gain an understanding of what workforce management is; why it is so important and the challenges that organisations face when trying to optimise the customer experience.

We will cover:

Defining a contact centre
What workforce management is
The workforce management lifecycle
The role of workforce planning

MODULE 2: WORKFORCE PLANNING FUNDAMENTALS

As a Real-Time Analyst, it is important to understand the basics of workforce management.

In this module, we provide insight into the importance of workforce planning. This includes an overview of forecasting and scheduling as well as why multi-skilling is important.

We will cover:

Forecasting- gathering and analysing data.
Understanding service level goals and creating basic forecasts
Multi-skilling
Analysing shrinkage
Calculating how many staff you need in each interval of the day.
Scheduling – building schedules that balance customer service requirements and meeting service level goals with the scheduling preferences of your staff

MODULE 3: TRACKING AND ANALYSIS

Once the plan has been created, it’s important to track what is happening and analyse the results. As an RTA, this is one of the primary tasks.

Real-Time Analysts will learn what they need to be looking at and how to spot any variances from what was planned.

We will cover:

What to measure
When to measure it
Understanding the impact of a variance to the plan

MODULE 4: INTERVENTION AND RECOMMENDATIONS

Even with the best planning, things change. Events happen that can increase or decrease customer demand, schedules change and RTA’s need to take actions to try to ensure the best and most consistent service outcome.

The final module covers why intervention is often required, how to manage exceptions, when to re-forecast and how best to provide recommendations to the business.

We will cover:

Why intervention is important
Exception management
How and when to intervene
Re-forecasting
Service level consistency
Providing recommendations to the business.

Looking for other workforce optimisation training courses?

We offer two other Workforce Optimisation courses – WFM for Team Leaders and WFM Essentials.

Built for Online/Virtual Training

The May 2024 Real-Time WFM for Contact Centre Analysts training course has been specifically designed to be delivered live online/virtually via Zoom, Microsoft Teams etc.

This enables anyone to access the course via a web browser, and participants can join us from either the office or when working from home.

Plenty of breaks are scheduled to enable you to stay focused and attend to any urgent matters.

All course participants will receive the course link and electronic workbook prior to the course’s commencement.

Online Real-Time WFM for Contact Centres training course

Dates and Time

The one-day May 2024 Real-Time WFM for Contact Centre Analysts training course will be held online/virtually.

The specific dates date and times are:

Thursday, 16th May
09:00 to 17:00 AEST* (Melbourne, Australia)

*Depending on the attendees’ locations, we may vary the times slightly to better accommodate their time zones.

If this date/time doesn’t suit, click here for more options >

Date and times for the Real-Time WFM for Contact Centres training course

About Call Design

For over 20 years, Call Design has been providing Workforce Optimisation solutions for businesses as well as consulting, training, and a range of other services to improve the efficiencies of contact centres and back-office operations.

Their consultants are experts on WFM best practices. They’ve been leaders in the Australian contact centre, retail, and back-office industries since 1999 and have a reputation for delivering high-quality solutions, so we are thrilled to partner with them to deliver WFM courses.

Call Design is an Accredited Trainer Provider with the Australian Customer Experience Professionals Association (ACXPA), so you can be assured that the training is of an exceptional standard and that the content is tailored for Australian employees.

About CX Skills

CX Skills is a specialist training business that only delivers customer service, customer experience (CX), contact centre, workforce optimisation (WFM/WFO) and workplace wellness courses designed and facilitated exclusively by industry professionals.

We're the official training partner of the Australian Customer Experience Professionals Association (ACXPA), and we are proudly Australian-owned and operated.

We’re grateful to have been trusted by hundreds of customers, and we’re proud of the amazing customer testimonials we’ve received, so you can rest assured that when you book a training course with CX Skills, your training is in good hands.

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CX Skills

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Based on 34 reviews

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Krsevan Petric

Highly recommend Simon, his extensive knowledge and experience makes for really engaging and fun training sessions. He has an absolute passion seeing people excel at phone and sales skills. Highly recommend! Thanks again, Chris.

Jim Mundy

Did the introduction to contact center manager course with Justin, it was a fantastic experienceYou could clearly see the passion and joy Justin had for what he was teaching and it was clear to see his experienceI really enjoyed some of the storytelling and practical examples Justin provided, it really helped tie everything togetherStrongly recommend

Response from the owner: Thanks Jim, so glad to hear you enjoyed the course with Justin and yes, he's definately very passionate about the industry! Thanks for taking the time to leave a review 🙏

Daniel Lanigan

Just finished the introduction to contact centre management course, i really enjoyed it Justin was excellent as facilitator. Some fantastic content. This course is great for a variety or people in different positions. Team leaders looking to progress would get a lot of benefit but even Contact Centre managers like me who have done the role for a while.It provided some great insights to customer experience and how to help your team leaders to have a greater impact on their people & customers. I'm armed with quite a few practical take aways.

Response from the owner: Thanks Daniel, appreciate the kind words and really glad to hear you enjoyed the course and got some practical takeaways!

Trisha Bridge

I recently had the privilege of attending Daniel Ord's workshop on "Managing Difficult Situations" hosted by Omni Touch, and it was nothing short of outstanding. Daniel's expertise and passion for the subject matter truly shine through in his teaching style, making it a transformative experience for all participants.From the moment the workshop began, Daniel's enthusiasm was infectious. He has an exceptional ability to convey complex concepts in an understandable and relatable way. I left the workshop with a profound understanding of how to navigate challenging scenarios, both in my professional and personal life.What truly sets Daniel apart is his commitment to engagement. Throughout the session, he encouraged active participation and created an inclusive atmosphere where questions and discussions were not just welcome but encouraged. It's evident that he genuinely cares about each participant's learning journey.The real-world examples and practical strategies shared during the workshop were invaluable. Daniel's ability to connect theory to practical application made the content highly relevant and actionable.The workshop was impeccably organized, and Daniel's presentation skills were top-notch. He kept the audience engaged and motivated throughout, making the entire experience enjoyable and enlightening.In conclusion, I cannot recommend Daniel Ord's workshops enough. If you're looking to enhance your skills in managing difficult situations, he is the go-to expert. Thank you, Daniel, for an enriching and eye-opening workshop. I eagerly look forward to attending more of your sessions in the future.If you're considering attending one of Daniel's workshops, don't hesitate – you won't be disappointed!

Response from the owner: Thanks so much for the lovely review Trisha! We're thrilled that you enjoyed the Managing Difficult Customers course and we are very lucky to have Daniel as one of our trainers - as you've articulated, we truly think he's the best in the business and testimonials such as yours certainly help confirm we are not alone in that thinking! For anyone reading this and considering the course, you'll find more information here: https://cxskills.com.au/managing-difficult-customers-course/

Angela Cavallaro

I highly recommend this training for anyone interested in a Customer Service role or wanting to improve their skills. Simon has a great understanding of what is required to achieve a high standard of Customer Service. I really enjoyed this training which was also delivered with a great sense of humour!

Response from the owner: Thanks Angela, Simon certainly has a great way of making learning fun! So glad you enjoyed the course and thanks for taking the time to leave a review!

Alison Jucha

The best course I have taken in 4 decades of customer service.

Response from the owner: Oh wow, thank you Alison! We really think Daniel Ord is the best customer service trainer in the world and we are very lucky to have him! We might be a little bias but we really think everyone who deals with customers should complete the Managing Difficult Customers course! Especially theses days with so much angst in the world with price increases, staff shortages, stock shortages etc! Thanks again for taking the time to leave a review 🙂

K M

Great Contact Centre Management course. The trainer, Daniel well explained how contact centres works and this is exactly what I needed for my role. It was also great to learn practices and experiences from other trainees as well. Daniel, thank you for the wonderful training. I really enjoyed the 4 days!

Response from the owner: Thanks Kyoko, Contact Centre Management really is a skill that can be learnt with some fundamentals that apply to all centres. Good luck with your contact centre management journey, it's a great job when armed with the right skills which you've now got!

Joyi Lu

Great company to work with. Excellent training course with trainers that really bring the content to life!

Response from the owner: Thanks Joyi, it was a pleasure to have you on our Contact Centre Management Fundamentals course, your enthusiasm and passion is infectious!

Eloise

Fantastic virtual environment. Daniel who hosted our course was well articulated and engaging. I thoroughly enjoyed participating in this CX course and feel ready to apply the skills I gained.

Response from the owner: Thanks Eloise, thrilled you enjoyed the course and put the skills learnt into action! We look forward to hearing about your future successes 🙂

Raheel Almas

Highly Recommended!

Todd Johnson

I've participated in several courses with CX Skills now, specifically with Daniel Ord as the instructor. Daniel has a wealth of knowledge around customer experience and his history in customer service is top notch. CX Skills has become my go to for my teams customer service and customer experience development.

Response from the owner: Thanks Todd, it was great to have you personally attend another one of our courses. You're right, we love working with Daniel as he's the best in the business with his experience, training style and passion a great combination. Thanks for the review and I look forward to seeing you on a course again in the near future when we train some of your frontline employees - Justin

Sheree Laursen

Training with CX Skills is always engaging and worth every cent. The team are helpful and the lessons are practical and easy to translate into the workplace.

Response from the owner: Thanks Sheree for taking the time to leave us a review and glad you enjoyed the course!

Keira Smith

Attended the Introduction to Contact Centre Management course – found it extremely informative and left with a much better understanding of the world I'm about to step into! The course was well structured and Justin was a great teacher. His wealth of knowledge (and passion) absolutely shone through. Am keen to learn more!

Response from the owner: Thanks Keira, was great to meet you on the course and I wish you all the best with the new adventure and hearing about your progress! - Justin

Jamie Leonard

I did the management of contact centres four day workshop, it was fantastic! The facilitator was really engaging and explained everything from WFM to forecasting in a easy to understand manner. Highly recommend to anyone working in a contact centre environment!

Response from the owner: Awesome Jamie, thanks for taking the time to leave a review. Daniel is certainly very knowledgeable and passionate about contact centres so thrilled to hear you got a lot out of the course. We really do believe if there was one course any call centre Team Leader or Manager should attend in their career this would be it!

GVW Intranet

I had a fantastic learning experience with the half day Journey Mapping course. Shane was our trainer and explained things thoroughly, used great practical examples and helped through the exercise when needed. He was very knowledgeable and engaging. The group size was not too big so everyone was able to contribute online. I feel confident to 'give a journey map a go' now, thank you. Helen

Response from the owner: Thanks Helen, so great to hear. Journey Maps can often feel a bit daunting but when they are explained well and supported with some great examples it does give people the confidence they need to get cracking!

Jim Rodd

The Introduction to Contact Centre Management is an excellent course for those looking to understand contact centres from a helicopter view and benchmark their operations. From the fundamental pillars to critical KPIs and performance metrics that underpin almost every contact centre globally, Justin is personable and professional and speaks with authority on a topic he knows intimately.

Response from the owner: Thanks Jim for taking the time to provide a wonderful review. It was a pleasure having you and the team on the course. You've got a great team behind you so I look forward to hearing about your successes in the future as you roll out some of the new initiatives. - Justin

Sam Petroulias

Justin offers such a wealth of knowledge and skills that can be applied to leaders in any business. Thank you Justin!

Response from the owner: Thanks Sam, was great to meet you on the Introduction to Contact Centre Managers course! Looking forward to staying connected and hearing about future successes with your career.

Dirk van Noort

Response from the owner: Thanks Dirk for attending the Introduction to Contact Centre Managers course. Good luck with your new business venture!

Rebecca Goss

We have done a few training courses now through Justin and the CX Group.In these sessions the facilitator has been Dan Ord and Dans knowledge of the Contact Centre world is second to none. This was great for us as we attended as a team to ensure that the training that we received was able to be applied across my entire management team and also allowed me to drive the right outcomes based on Dan, Marcus and Justins advice and guidance.The best thing about this is that this was not one of those courses that you attend and then nothing more is said or done with this. . . Dan/Justin offer their email address so if you come up with additional questions later that you want guidance on you can ask and they are more than willing to assist.Dan, Marcus and Justin thanks for facilitating this training and we will sure be intouch for other training courses that we would like to run through the CX Group.Bec Goss

Response from the owner: Wow, thanks Bec! It's been great to spend some time with the Digicall Assist team and it's been our pleasure in helping you to continue your focus on upping the game for your customers!

Marianne Rutz

This course is absolutely fundamental to anyone dealing with customer experience, the customer journey and also customer service departments. The course is packed with real life examples illustrating the 6 pillars of customer experience! Dan shares all his knowledge and expertise freely and with great love and enthusiasm for the subject matter!

Response from the owner: Thanks Marianne, was lovely to have your input and experience in the group. Dan is certainly very passionate about CX (and also with contact centres like you!) and I think you're spot on, the examples Daniel uses really does bring the course to life and make the learnings stick!

Rachael Lowe

The CX Management Fundamentals course was exceptional, a balanced blend of best in-class examples and theory . Daniel was the utmost professional, sharing his wealth of knowledge in customer experience and contact centre management. Content was relevant and covered an array of business examples. A course that exemplifies two-way participation (no death by PowerPoint). The diverse group of attendees had the opportunity to share their experiences and knowledge, which was priceless. I highly recommend this course for anyone in the customer experience realm, even beginners like me.

Response from the owner: Thanks Rachael for your lovely review and for your input throughout the course. You're right, the combination of Daniel's training and learning from others is a great way to learn and build your network - you've now got some new CX friends from the UK, Malaysia, Germany, Budapest and the USA!

Eva P

I learnt a lot about CX and the course gave me clarity on the 6 main competencies. The training was fun, enjoyable, I can recommend to anyone who is passionate about the "Customer" subject. Daniel is very knowledgeable and experienced, he used real life business examples to understand both the strategic and tactical elements of CX. He also involved us which generated even more credibility.

Response from the owner: Thanks Eva for your review and recommendation! We are thrilled you enjoyed the class (even though the time zones made it a bit more challenging for you in Budapest) and we are here to help when you take the next step and sit for the CCXP exam 🙂

Rory Lynch

I could not recommend this Company highly enough, I have now done two courses with the Fantastic Dan & Marcus and have taken so much away. I want to thank everybody involved with CX Skills.

Response from the owner: Thanks Rory, appreciate you taking the time to send us in a review!

Lee Siefken

Game-changing training and insight. Highly recommend CX Skills training program.

Response from the owner: Thanks so much Lee, your marketing insights also added a lot of value to the group and wish you all the best in implementing your new Quality program into the contact centre.

Vanessa Gralton

An absolutely fun and engaging learning session presented by Daniel. Would definitely recommend.

Response from the owner: Thanks Vanessa, so glad you could join us on the How to Design a QA program for contact centres and best of luck with the implementation!

Adrian Powell

Another great course put together by Justin presented by their partners at Omnitouch, Daniel and Marcus.The "How to Design a Quality Assurance Program for Contact Centres" was extremely fitting for our organisation as we transition to a new telephony system.The course was not one of those courses where they give you the answer and a few templates sending you on your way. Daniel and Marcus take you through why an appropriate framework should take into consideration the Organisations, Mission Statement, Values and Customer Service Charter.As the session was run via Zoom, it enabled and encouraged networking opportunities not only across Australia but also with International attendees. This was a fantastic benefit as it allowed us to draw on each others lived experiences.I really encourage you all to check out the courses and information that CX Skills has to offer as they are the best place to not only continue but to also start your learning and development!

Response from the owner: Thanks Adrian, really appreciate your detailed review. Having already completed our Contact Centre Management Fundamentals course a couple of months ago it was great to have you back for this course! The QA course is certainly one of our favourites as having the right framework in place really drives everything you do in your contact centre. And as you have pointed out, just handing out a scorecard and saying 'use this' rarely works. Defining what quality is to your business is the key, and then having the right frameworks in place to ensure you drive it delivers sustainable results so we look forward to hearing your progress as you implement your program!

Monica Malgarini

Justin and the team at CX Skills have gone over and above the call of duty to deliver great Customer Service training to our entire Service Centre team. The training has been high quality, delivered remotely, and Justin has been extremely flexible with necessary changes to attendees due to operational requirements. I highly recommend CX Skills to assist with your training needs.

Response from the owner: Thanks Monica for the wonderful review. It's been a pleasure working with yourself, Todd and all of your wonderful staff in delivering our Managing Difficult Customers course to your entire team.

Chris Remnant

The training provided manages to take complex sales strategies and make them easy to understand and implicate in a sales call. It provides a structure that isn’t stifled by wordy scripts and pitches, and guides consultants towards a successful outcome for both the customer and consultant.This training took efficient, tried and tested sales concepts and expand on them to not only generate higher conversion, but a more positive customer experience.Aside from the training, which was amazing, Simon - the trainer - was a pleasure to work with. He was attentive and showed a real passion and desire to enhance the trainee’s sales expertise.I would recommend CX Group to anyone who will listen!

Response from the owner: Thanks Chris for your great review and so pleased you enjoyed the Inbound Sales Professional course with Simon. And we agree, once you've learnt the structure it makes sales a much more effective and enjoyable process!

Nicole Field

I recently attended the Contact Centre Management Fundamentals course and found it extremely useful and relevant. Daniel was extremely knowledgeable on all topics and handled questions with ease. He was a great trainer and i found the session had a great mix to suit all learning styles. I have taken so much from this course, the networking opportunities as well as the CX website and associated resources. I highly recommend attending if you are looking to better understand contact centre management regardless of what level you work at.

Response from the owner: Thanks Nicole for your wonderful review! It was great to meet you on the course and I look forward to hearing about your future successes.

Badri Pokhrel

Thank you team-It has certainly changed the whole perspective on how I used to see and handle the issues not just at the workplace but also in day to day life. Very practical and informative course content delivered in a very professional way. I truely recomend everyone out there to use this platform.

Response from the owner: Thank you Badri. So great to hear you loved the Managing Difficult Customers course and that the learnings have helped you in both your work and personal life!

Sarsha S

Justin created a great call centre fundamentals program for our organisation, based on the skill gaps needed filling. Although it was at the height of the Melbourne lockdown the session was still interactive, interesting and achieved the desired result.

Response from the owner: Thanks Sarsha, was great to meet you and the team and I wish you all the best on your customer experience and call centre journey!

Katherine Robshaw Ed Dept

Really enjoyed course on handling difficult customers. I came away with a number of tools that I can use not only with customers, but also day to day life.

Response from the owner: Thanks Katherine, we loved having you on the course and thanks for sharing some of your interesting stories and examples!

Linda P

Response from the owner: Thanks Linda, great to have you in our course!

Kaylee Gerbes

Justin from CX responded promptly to my training enquiry. He heard what we wanted and we discussed best way to present this during Melbourne Lockdown. He conducted the introduction to contact centre leadership remotely with a small group. He weaved his contact centre experience with humour and activities that were appropriate and engaging. At the end each person agreed that they learnt lots and were going to apply at least one thing back in their role. I would highly recommend CX and Justin for training and support.

Response from the owner: Thanks Kaylee, it was a pleasure to spend some time with the team and I'm sure with that level of enthusiasm and passion your contact centre will be in good hands for the future!

Our Recent Customers Include:

We're grateful to the following companies who have trusted CX Skills with their training. View our full customer list here >

Pricing and Payment Options

The one-day May 2024 Real-Time WFM for Contact Centre Analysts training course facilitated live by CallDesign is $697.00 AUD ex GST per employee.

Tickets can be purchased instantly with a credit card or you can request an invoice at checkout.

The price includes:

One full day of live facilitated training by CallDesign
Course workbook (delivered electronically)

Available Discounts

Save 15% when booking for three or more staff in the same transaction (note: the discount will be applied on the final checkout page, and no other discounts apply).
ACXPA Members save 25% off all CX Skills courses for 12 months. Learn More >
Want to train your whole team or clinic? We offer volume discounts for training large teams. Contact us for customised pricing and availability.

Real-Time WFM for Contact Centre Analysts training course prices

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With annual memberships starting from just $35 per employee, it can be a great way to save money immediately on your training, plus, you'll gain access to a vast array of best-practice resources to improve your customer experience.

Tickets

May 2024 Real-Time WFM for Contact Centre Analysts training course