July 2025 WFM Essentials Training Course
Workforce Management (WFM) is one of the most critical – and most overlooked – functions in contact centres. Done well, it aligns your resources with customer demand to improve service levels, employee engagement, and cost efficiency. But without the right foundations, it’s easy to get lost in the complexity.
This three-day WFM Essentials course is designed specifically to give you the practical knowledge and core skills needed to manage workforce planning effectively in a contact centre environment – no prior WFM experience required.
You’ll learn how to forecast, schedule, monitor, and adapt in real time, along with how to communicate effectively and influence key stakeholders. Whether you’re in WFM, operations, or a leadership role, this course gives you a clear roadmap for success.
There’s no need for fancy software or prior systems – just a willingness to learn the proven principles that underpin high-performing contact centres.
If you’re ready to build confidence, capability, and consistency in your approach to workforce management, this course is your ideal starting point.
Why Invest in Workforce Management Training?
Labour is the biggest cost in most contact centres – and the most powerful lever you have to drive performance. Yet many teams are still winging it when it comes to forecasting, rostering, or managing real-time demand. This course gives your team the skills to fix that.
Workforce Management isn’t just about spreadsheets and software – it’s about getting the right people in the right place at the right time, consistently. And this course shows you exactly how to do it.
Reduce Labour Costs – Learn how to forecast and schedule accurately so you can meet service levels with fewer excess hours and less waste.
Improve Service Levels – Stop missing SLA targets due to poor planning. This course teaches the fundamentals that keep your resourcing aligned with demand.
Lift Employee Engagement – Well-managed rosters reduce burnout, lower attrition, and help staff feel supported – all of which lead to better CX.
Enable Real-Time Responsiveness – Learn how to manage unexpected changes throughout the day using proven real-time management techniques.
Strengthen Communication – Learn how to explain WFM decisions to leaders, teams, and stakeholders with confidence and clarity.
Build Operational Confidence – Whether you’re new to WFM or managing people who do it, this course gives you the structure and language to make smarter decisions, faster.
Who Should Attend?
This course is designed to provide a strong, practical foundation in Workforce Management for those working in or moving into WFM-related roles within a contact centre environment.
It’s ideal for staff who support, interact with, or are stepping into WFM roles – as well as existing WFM team members who have learned on the job but haven’t had formal training.
Ideal attendees include:
- Current WFM Employees (No Formal Training): Team members already working in WFM functions who’ve learned through experience but want to build confidence and capability through professional training.
- Learning & Development Teams: L&D staff responsible for onboarding or training WFM, planning, or operations teams who need foundational knowledge to deliver more aligned learning programs.
- Team Leaders and Supervisors: Staff showing leadership potential who need to understand how WFM practices like forecasting, scheduling, and adherence impact service and performance.
- Reporting Analysts and Ops Support: Employees who produce or use operational reports and need to understand the workforce planning context behind the numbers.
- Aspiring WFM Professionals: Staff being groomed for roles in scheduling, planning, or real-time who need a structured understanding of WFM principles.
- Contact Centre Managers: Leaders who want to strengthen their understanding of WFM fundamentals to improve decision-making, collaboration, and operational outcomes.
July 2025 WFM Essentials Course Outline
The July 2025 WFM Essentials training course teaches the essentials of workforce management for those working directly in workforce management in a contact centre or retail environment.
Across six modules (refer below), you’ll learn how to forecast, schedule and manage staff, as well as contingency planning and communication skills.
And this course isn’t just a bunch of theory – you get the benefit of decades of experience running WFM teams packed into three days of high-powered learning.
6 Core Modules across 3 Days of Live, Facilitated Learning:
1. Introduction and Overview
The course begins with an overview of WFM’s what and why. Workforce management is vital for getting the right staff in the right place at the right time, with the best possible tools.
However, the myriad of factors included within the broader WFM spectrum can be a puzzle to solve alone, especially in fast-paced operational environments.
We explore the various components of WFM and discuss some of the common workforce planning tasks and team structures. In short, this module sets the stage for the entire three-day course.
Core Topics Covered:
- Introduction to Workforce Management
- WFM team structures
2. Forecasting and Planning
Solid forecasting and planning underpin all best-in-class efforts to ensure staff can cope with demand, and a business does not creak at its seams.
Forecasting has numerous practical applications. It’ll help you compare historical patterns with “what-if” scenarios to estimate shrinkage, plan budgets and predict the number of contacts.
Accurate forecasting will also help paint a complete picture of upcoming staffing requirements.
We explore the formulas and techniques used to analyse contact arrival patterns, calculating workload and planning for the future.
Core Topics Covered:
- Time series analysis
- Erlang C
- Shrinkage
- Attrition
3. Scheduling
Forecasting is important, but without a schedule to implement these insights, businesses are still just hoping for the best. With thousands, if not millions of dollars on the line, getting your schedules right can make the difference between success and failure.
Effective scheduling helps ensure the right people are in the right place at the right time and can help reduce stress for the staff themselves.
This module examines the various scheduling components and flexibility options often provided to staff working in contact centres, branches, or retail environments.
Core Topics Covered:
- Scheduling considerations
- Scheduling components
- Schedule creation
4. Performance Analysis
After you’ve created schedules (i.e rosters), ideally you want to ensure staff adhere to them. Even in a small business environment with just a handful of staff, a lack of performance oversight could mean you’re missing service level targets when you don’t need to.
By monitoring performance, however, you can help find the staff who are out of adherence or underperforming and address these issues with targeted change.
In this module, we explore the processes required to manage and monitor your staff’s performance throughout the day.
Core Topics Covered:
- Monitoring daily performance
- Managing adherence and attendance
- Measuring the WFM team’s performance
5. Real Time Management
You have the plan. Now it’s time to monitor the day and take action if necessary. Real-time management helps to preserve and improve your service quality and customer experience at the intra-day level.
When things don’t go to plan, which levers should you pull to achieve your required outcome?
A clearly defined real-time management plan will help you determine the best course of action when things don’t go as you expect.
We explore rules and conditions that can be used to manage the changes and impacts on demand and staff at an intra-day level.
Core Topics Covered:
- Exception management
- Contingency planning
- Continuous Improvement cycle
6. Communication
Do you think you’re an effective communicator? You may need to think again. According to a Wrike work management survey, 46 per cent of employees leave meetings not knowing what to do next.
Additionally, CareerBuilder found that a quarter of workers find emails to be a time waster, and a similar number felt the same about meetings. Basically, you may think you’re communicating effectively, but your staff might not agree.
So, this WFM Essentials course concludes with a module on better communication, focusing on how to effectively communicate with peers and manage conflict.
Core Topics Covered:
- Effective communication
- Creating a clear message
- Choosing the correct medium
- Dealing with conflict
Looking for Alternative Courses?
Whether you're a Team Leader, a Real-Time Analyst, or stepping into a leadership role, these additional courses can help build the practical skills needed to manage people, performance, and service levels effectively.
WFM for Team Leaders
Helps Team Leaders understand and support WFM by explaining the core concepts and how their actions influence service outcomes.
Learn More >WFM Real Time Workforce Analysts
Designed for those managing intraday performance, this course teaches how to monitor, report, and act on live data in contact centres.
Learn More >Introduction to Call Centre Management
Designed for new and existing Team Leaders or Managers, this course covers the fundamentals of managing a best-practice contact centre.
Learn More >Built for Online/Virtual Training
This WFM Essentials course has been specifically designed to be delivered online/virtually (using Zoom, Microsoft Teams, etc) over three days.
Plenty of breaks are scheduled to enable you to stay focused and attend to any urgent matters.
Rather in-person training? Refer to the Private Training option below.
Private Training Options – Tailored for Your Business
We understand that every business has unique WFM challenges and needs.
Whilst many find our public courses like this one to be highly effective, our private WFM Essentials training provides a customised, confidential experience designed specifically for your team.
Choosing a private course allows you to:
✔ Schedule sessions at times convenient to your business operations.
✔ Train exclusively with your own team, ensuring confidentiality and more personalised learning.
✔ Tailor course content to directly address your contact centre’s challenges.
✔ Train employees consistently, ensuring the entire team benefits simultaneously.
Compare Public versus Private Course Benefits
| Feature | Public Course | Private Course |
|---|---|---|
| Who Attends | Open to all companies and individuals | Your team only |
| Learning Environment | Hear different perspectives and insights from others in various industries. | Training is customised to your organisation’s specific challenges and goals. |
| Dates & Times | Fixed schedule making it easy to plan ahead | Fully flexible to suit your needs |
| Content | Standardised curriculum covering core skills | Customised to your business needs |
| Delivery Method | Live online | Live online or onsite |
| Cost | $2,797 per person ex GST | More cost-effective for larger groups |
| Best For | Businesses needing a hassle-free, ready-made training solution with fixed dates | Companies wanting a customised training program tailored to their team’s needs |
| Minimum Numbers | No minimum (book a single employee or the whole team!) | Minimum of 3 participants |
| View Upcoming Public Courses > | Learn More About Private Training > |
Not sure which option is best for your team? Contact us to discuss your needs, and we’ll help you choose the right solution.
Contact Us >Why Businesses Trust CX Skills
At CX Skills, we focus on what we do best - delivering expert-led training in customer service, customer experience (CX), contact centres, workforce optimisation (WFM/WFO), and workplace wellness. Unlike generic training providers, our courses are developed and facilitated by industry professionals with real-world experience who know what it takes to succeed.
We’re the official training partner of the Australian Customer Experience Professionals Association (ACXPA), and we’re a small business, proudly Australian-owned and operated.
Trusted by hundreds of businesses and backed by outstanding customer testimonials, CX Skills ensures your team receives training that is practical, engaging, and designed for real-world success.
Customer Reviews & Testimonials
Our customers love what we do! Here’s a sample of what they have to say, or you can read all our customer reviews here >
Some of the Organisations We've Trained
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Need help or have questions?
Got questions about the WFM Essentials course or want to explore private or customised training options for your team?
+61 3 9008 7287 (Mon–Fri, 8:30am to 5:30pm AEST/AEDT)
Course Delivery and Pricing
This three-day July 2025 WFM Essentials public training course is facilitated live by CallDesign online via Zoom or Microsoft Teams.
Tickets can be purchased instantly with a credit card, or you can request an invoice at checkout.
🎓 24 Hours of Live, Facilitated Online Training (3 x 8-hour sessions)
💳 $2,797 AUD per person (ex GST)
📅 Tuesday 22nd, Wednesday 23rd and Thursday the 24th of July – 09:00 to 17:00 each day (Melbourne/Sydney, Australia)
🤔 Dates don’t suit? View alternative public course dates >
The price includes:
- Three full days of live virtual/online facilitated training by CallDesign
- Course workbook (delivered electronically)
Available Discounts
- Save 15% when booking for two 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 instantly save 25% off all CX Skills courses for 12 months. Learn More >
- We offer volume discounts for training large teams. Contact us for customised pricing and availability.
💡 Save 25% Instantly on This Course – and Every CX Skills Course!
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