Live online public course with Call Design
Real-Time WFM for Contact Centre AnalystsWednesday 30 June 2027
Forecasts and schedules set the plan. Real-time analysts protect the day when reality doesn’t follow it.
One full day of live training with Call Design’s workforce management specialists, with an electronic workbook and certificate. Book one ticket or several for your team.
- Delivered by Call Design, WFM specialists
- Workbook and certificate included
- No WFM software needed
- Built for Real-Time Analysts
Trusted by leading organisationsHundreds of businesses, from local councils to national brands, have chosen CX Skills to upskill their teams. See who we’ve trained
What’s in it for you
What you’ll be able to do
Sick leave, system issues, unexpected campaigns and higher-than-forecast volumes all hit on the day. Real-time analysts keep service stable by spotting the variance early and acting fast.
You’ll leave with a practical, vendor-agnostic approach to managing the day, and clear rules for when to act and when to ride it out.
- Steadier service levels
- Fewer firefights
- Fairer breaks and activities
See what matters now
Track live performance and variance to plan.
Read the impact
Work out what a variance means for service level.
Act faster
Adjust breaks, activities, queues and overtime.
Know when to re-forecast
Clear triggers for same-day changes.
Protect your people
Balance breaks, training and coaching fairly.
Recommend with confidence
Give the business clear, practical advice.
The course
Four modules in one live day
Real-Time WFM runs live online over one full day: eight hours of facilitated learning with Call Design’s workforce management specialists.
You move from the planning that sits behind the day, to tracking and analysing live performance, to intervening and advising the business.
Every participant receives an electronic workbook and a certificate of completion.
- 1 full day9am to 5pm, live
- Live onlineVia Zoom, or onsite for private teams
- Workbook includedPlus a certificate of completion
- Vendor-agnosticWorks with any WFM system, even spreadsheets
What’s covered: four modules
Each module builds on the last, from the plan behind the day to the decisions you make during it.
Introduction to workforce management
What WFM is, why it matters and the balance it has to strike between cost, service and people.
- The WFM lifecycle
- The role of workforce planning
- Why real-time matters
Workforce planning fundamentals
The forecasting, scheduling and multi-skilling that drive what happens on the day.
- Forecast data and service level goals
- Multi-skilling and its impact
- Shrinkage and staffing requirements
Tracking and analysis
Monitor live performance, spot variance early and assess its impact.
- What to measure and when
- Understanding intraday variance
- Service level impact
Intervention and recommendations
Act on real-time data and give the business recommendations that stick.
- Managing exceptions in real time
- When and how to re-forecast
- Recommendations to the business
Training a whole team? Talk to us about a private course
Getting sign-off?
Everything your manager needs, in one PDF
Download a three-page fact sheet with the outcomes, all four modules, format, price and options, ready to forward or attach to an approval.
Real-Time WFM for Contact Centre Analysts fact sheet
1 full day live online with Call Design, $697 per person. Public or private.
Download the PDFPrefer to talk it through?
Not sure it suits your team? Get in touch and we’ll help you choose.
Talk to usWho it’s for
Who is Real-Time WFM for?
Real-Time Analysts, and anyone who manages the day in a contact centre. In smaller centres that’s often a Team Leader or manager. No WFM software is needed.
Real-Time Analysts
Managing intraday performance and variance.
WFM and command centre teams
Standardising how variance is handled.
Team Leaders in smaller centres
Making the day’s staffing calls.
Contact centre managers
Protecting service levels at peaks.
New analysts
Stepping into a real-time role.
Planners and schedulers
Linking the plan to what happens on the day.
Looking for other WFM training? Browse all WFM courses
Delivered by Call Design
Learn from workforce management specialists
Real-Time WFM is delivered by Call Design, our official WFM partner: a specialist workforce optimisation consultancy that has helped contact centre, retail and back-office operations plan better since 1999.
Your facilitator is one of their experienced consultants, who blend global best practice with vendor-agnostic methods that work with any WFM system. As an ACXPA Accredited Trainer Provider, Call Design keeps the course practical and relevant to your operation.
Pricing
Pricing and payment options
Eight hours of live training with Call Design, plus an electronic workbook and certificate, for $697 per person ex GST. Book one ticket or your whole team, and pay by card or invoice at checkout.
Places are limited to keep the session interactive, so book early to secure your place.
- Save 15% when you book 3 or more tickets in one transaction
- ACXPA members pay $522.75 per person, a 25% saving (see below)
- Card or invoice: choose how to pay at checkout
- No WFM software needed: vendor-agnostic methods that work with any system
- Training a whole team? Private courses run live online or onsite for groups of 5 or more
- Minimum numbers apply: if this date can’t go ahead, we’ll tell you early and you can move dates or get a full refund
Official ACXPA training partner
Want to save $174.25 on this course? ACXPA members pay $522.75, not $697, plus a year of WFM Hub tools and live expert support
- 50+hours of live expert access a year
- 65+tools, templates and resources
- 18calculators
- 25%off CX Skills live public courses
ACXPA members save 25% on this course and every CX Skills live public course.
ACXPA membership is a practitioner-built toolkit for real-time analysts: the WFM Hub’s planning tools and calculators, quality tools and live expert access every fortnight, for a full year.
What your analysts get, all year round
- WFM Hub: Erlang C, staffing, service level, interval and shrinkage tools
- Agent Performance Matrix plotting quality against productivity
- QA tools: sample size and advanced QA calculators
- Open Mic every fortnight and monthly Call Centre Roundtables
FAQs
Real-Time WFM FAQs
Delivery, pricing, content and who the course suits.
Who should attend?
Do we need WFM software?
When is the session?
What if I can’t make this date?
How is the course delivered?
Who is the trainer?
What’s included?
How is it different from the other WFM courses?
How much does it cost?
What do participants need?
Will the course definitely go ahead?
How do I book?
Talk to us
Questions about training your team?
Book a call to talk it through, or send us a message and we’ll get back to you.
Book a callDownload the fact sheet
Prefer the phone? Call +61 3 9008 7287 (Mon–Fri, 8:30–17:30 Melbourne time) or email hello@cxskills.com.au.
Ready to book your place?
Secure your tickets for Wednesday 30 June, or talk to us about a private course for your team.
