Workforce Management (WFM) is a critical function in contact centres, but it’s often misunderstood by people outside of the WFM team.
This can lead to inefficiencies within your business, impacting service levels, lowering employee morale, and increasing customer frustration.
This April 2024 WFM for Contact Centre Team Leaders course is designed specifically for call centre team leaders, managers and anyone with a stake in the workforce management process.
By completing the course, attendees will better understand the challenges of WFM and the impact on-the-day staff movements can have on performance, and they’ll learn strategies that can be implemented to optimise the WFM process, leading to a range of business benefits.
If you’re looking for ways to improve efficiencies in your call centre, the April 2024 WFM for Contact Centre Team Leaders course will ensure your team leaders are equipped with the skills they need to make better decisions, encourage more efficient planning within their team, and contribute to delivering a better experience for your customers.
One of the biggest expenses for most businesses is labour. And when it comes to the call centre, labour costs are typically the largest percentage of your costs.
Whilst there is (and will increasingly be) software and systems that can automate some customer enquiries, the majority of call centre work is still resource-intensive and that comes with a high price tag.
Aligning your most valuable resources (call centre employees) with customer demand provides a host of benefits.
The most obvious is cost (you need less labour to achieve the same, if not better results) but there are also positive benefits to Employee Engagement and Customer Experience which, in turn, can further reduce costs through lower turnover, higher customer retention etc.
By understanding and applying WFM principles, your team leaders will improve the outcomes for your customers, your business and your employees.
The April 2024 WFM for Contact Centre Team Leaders teaches the basics of workforce management and is designed specifically for team leaders, or those with an interest in understanding the fundamentals of workforce management practices.
Participants will learn the importance of workforce management and gain insight into techniques used to help make better business decisions and identify resourcing requirements to become more effective leaders.
The April 2024 WFM for Contact Centre Team Leaders training course is specifically designed for the call centre/contact centre environment.
Typical roles include:
The April 2024 WFM for Contact Centre Team Leaders training course has been designed specifically for employees wanting to learn the basics of Workforce Management in the contact centre.
The course includes four modules, delivered over one day virtual/online training facilitated by the Workforce Optimisation experts in Australia, CallDesign.
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:
To lead a call centre team, it is important to understand what causes fluctuations in service levels. That means understanding the basics of workforce management.
We provide insight into the importance of workforce planning from a manager’s perspective. This includes an overview of forecasting, scheduling and real-time management empowering you as a team leader to make better business decisions.
We will cover:
It is important for employees to understand the role they play in building customer relationships as well as impacting the overall service that is provided to customers. Everyone has a role to play and everyone is important!
Team leaders will learn how to explain the impact staff have on service level and customer experience as well as occupancy and profitability.
We will cover:
Happy staff make happy customers. In fact, academics and business leaders around the world agree that poor staff motivation and high levels of disengagement can lead to a poor customer experience – quite simply, if your staff aren’t willing to put in the effort, your customers will notice.
Therefore it is essential that team leaders are highly competent in managing engagement levels and encouraging better participation and performance.
The final module covers the strategies and techniques necessary to help your managers motivate and engage their teams.
It outlines how to motivate staff, where rewards and recognition can fit into your day-to-day process, and a number of proven techniques that can ensure your workforce engagement management initiatives succeed.
We will cover:
This April 2024 WFM for Contact Centre Team Leaders course has been specifically designed to be delivered online (e.g., Zoom/Microsoft Teams) over a single day.
Plenty of breaks are scheduled to enable you to stay focused and attend to any urgent matters. Â Â
The course link and electronic course workbook will be sent to all course participants the day before the course’s commencement.
The course is available for public or private delivery with the differences explained below.
The April 2024 WFM for Contact Centre Team Leaders training course is delivered online and facilitated by the team at CallDesign.
The training dates and times are as follows:
Dates don’t suit?
Click here for other upcoming dates, or contact us about conducting a private training session just for your team that provides maximum flexibility with the dates, times and duration of the training.
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 with a reputation for delivering high-quality solutions so CX Skills is thrilled to partner with them to deliver our WFM courses.
Call Design is also an Accredited Trainer Provider with the Australian Customer Experience Professionals Association (ACXPA), so you can be assured the training is of an exceptional standard and aligned to industry best-practice.
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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The one-day April 2024 WFM for Contact Centre Team Leaders 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:
Available Discounts
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