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August 2022 WFM for Practitioners online training course

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WFM for Practitioners (August 2022 Class)
WFM for Practitioners June 2022 online course is held on the 23rd to 25th August 2022 between 9:00 and 17:00 AEST/Melbourne
$ 2,797.00 AUD ex GST
Unlimited

August 2022 WFM for Practitioners

Learn Workforce Management Essentials applicable to any contact centre or retail environment

Why invest in WFM training in your call centre?

One of the biggest expenses for most businesses is labour. And when it comes to the call centre in particular, 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 and retail work is resource-intensive and that comes with a high price tag.

Aligning your most valuable resources (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 result) but there are also positive benefits to Employee Engagement and Customer Experience. They, in turn, reduce costs by lower turnover, higher customer retention etc.

By understanding and applying WFM principles you’ll improve the outcomes for your customers, your business and your employees.

August 2022 WFM Training course for Contact Centres

What you’ll learn

The August 2022 WFM for Practitioners training course teaches the essentials of workforce management for those working directly in around 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.

Call Centres WFM courses in Australia August 2022

It’s not required for this course, but if you are in the market for workforce planning software, you can find a list of industry suppliers on the Australian Customer Experience Professionals Association (ACXPA) Supplier Directory.

Search for Workforce Optimisation Technology Suppliers >

WFM August 2022 training course suitability

Who should do this course?

The August 2022 WFM for Practitioners training course is specifically designed for the call centre/contact centre and retail environment.

Typical roles include:

  • Workforce management managers
  • Workforce planners
  • Schedulers
  • Real-time analysts
  • Contact centre managers
  • Learning & Development
  • Team leaders

August 2022 WFM for Practitioners/Managers Course Outline

3 Days of Live, Facilitated Learning

The August 2022 WFM for Practitioners training course has been designed specifically for employees wanting to learn the essentials of Workforce Management in a  contact centre or retail environment.

The course includes six modules listed below delivered over 3 days (online) facilitated by the Workforce Optimisation experts in Australia, CallDesign.

MODULE 1: INTRODUCTION AND OVERVIEW

The course begins with an overview of the what and why of WFM. Workforce management is vital for getting the right staff in the right place at the right time, with the best possible tools in hand.

But the myriad of factors included within the broader WFM spectrum can be a puzzle to work out alone, especially in fast-paced operational environments.

We dive into the various components of WFM, and cover some of the common workforce planning tasks and team structures. In short, this module sets the scene for the entire three-day course.

We will cover:

  1. Introduction to workforce management
  2. WFM team structures

MODULE 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 in order to calculate workload and plan for the future.

We will cover:

  1. Time series analysis
  2. Erlang C
  3. Shrinkage
  4. Attrition
  5. Forecasting for other channels

MODULE 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 looks at the various scheduling components and flexibility options that are often provided to staff working in contact centres, branches or retail environments.

We will cover:

  1. Scheduling considerations
  2. Scheduling components
  3. Schedule creation

MODULE 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 you 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.

We will cover:

  1. Monitoring daily performance
  2. Managing adherence and attendance
  3. Measuring the WFM team’s performance

MODULE 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 actions to take when things don’t turn out the way 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.

We will cover:

  1. Exception management
  2. Contingency planning
  3. Continuous Improvement cycle

MODULE 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 are 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 August 2022 WFM for Practitioners course concludes with a module on better communication with a focus on how to effectively communicate with peers and manage conflict.

We will cover:

  1. Effective communication
  2. Creating a clear message
  3. Choosing the correct medium
  4. Dealing with conflict

Looking for other workforce optimisation training options?

We offer two other Workforce Optimisation courses – WFM for Team Leaders and WFM for the Back Office.

Built for Online Training

This August 2022 WFM for Practitioners course has been specifically designed to be delivered online (using Zoom, Microsoft teams etc) over three days. There are plenty of breaks scheduled to enable you to stay focused and attend to any urgent matters.   

The course is available for public or private delivery with the differences explained below.

August 2022 Online Workforce Optimisation training course

Where and when

The August 2022 WFM for Practitioners training course is delivered online and facilitated by the team at CallDesign. The training date and times are as follows:

  • Tuesday 23rd August to Thursday 25th August 2022
  • 09:00 to 17:00 AEST/Melbourne (depending on the final class size the times may vary a little)
  • Breaks are included throughout the day
  • Delivered online

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.

August 2022 Workforce planning course for call centre managers

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 with a reputation for delivering high-quality solutions so we are thrilled to partner with them to deliver WFM courses.

Call Design August WFM for Managers course with CX Skills

Call Design is 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 the content is tailored for Australian employees.

Call Design is a ACXPA Accredited Training Provider

About CX Skills

CX Skills is a specialist training business that only delivers contact centre, customer experience, customer service and leadership related courses facilitated exclusively by industry professionals.  We're one of the founding members of the Australian Customer Experience Professionals Association (ACXPA) and we are committed to helping Australia to be recognised as global leaders in Customer Experience.

We’ve trained thousands of staff across a diverse range of businesses and we’re proud of the amazing customer testimonials we’ve received directly and on Google reviews so you can rest assured your training is in good hands.

CX Skills Australia Training Courses
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.
Todd Johnson
Todd Johnson
02:05 16 Feb 22
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.
Sheree Laursen
Sheree Laursen
21:15 08 Dec 21
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!
Keira Smith
Keira Smith
02:55 29 Nov 21
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!
Jamie Leonard
Jamie Leonard
05:13 15 Oct 21
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
GVW Intranet
GVW Intranet
04:48 15 Oct 21
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.
Jim Rodd
Jim Rodd
00:00 14 Sep 21
Justin offers such a wealth of knowledge and skills that can be applied to leaders in any business. Thank you Justin!
Sam Petroulias
Sam Petroulias
04:45 16 Jul 21
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
Rebecca Goss
Rebecca Goss
21:20 26 Apr 21
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!
Marianne Rutz
Marianne Rutz
11:06 26 Apr 21
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.
Rachael Lowe
Rachael Lowe
22:30 25 Apr 21
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.
Eva P
Eva P
16:53 25 Apr 21
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.
Rory Lynch
Rory Lynch
04:45 29 Mar 21
Game-changing training and insight. Highly recommend CX Skills training program.
Lee Siefken
Lee Siefken
22:57 15 Mar 21
An absolutely fun and engaging learning session presented by Daniel. Would definitely recommend.
Vanessa Gralton
Vanessa Gralton
22:17 15 Mar 21
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!
Adrian Powell
Adrian Powell
11:34 15 Mar 21
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.
Monica Malgarini
Monica Malgarini
06:29 03 Mar 21
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!
Chris Remnant
Chris Remnant
03:58 25 Feb 21
A very well structured training course. The trainer was very knowledgeable and a very good presenter.
Elena Prenner
Elena Prenner
22:06 03 Feb 21
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.
Nicole Field
Nicole Field
05:25 02 Feb 21
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.
Badri Pokhrel
Badri Pokhrel
05:52 21 Jan 21
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.
Sarsha S
Sarsha S
23:39 22 Dec 20
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.
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.
Kaylee Gerbes
Kaylee Gerbes
23:43 21 Sep 20
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Pricing and Payment Options

The three day August 2022 WFM for Practitioners training course facilitated live by CallDesign is $2,797.00 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:

  • Three full days of live facilitated training by CallDesign
  • Course workbook (delivered electronically)

Available Discounts

  • Save 15%  if you purchase 2 or more tickets in the same transaction
  • If you’d like to discuss a private training session just for your team, please contact us for further availability and pricing.
Price for Workforce Optimisation Call Centre Manager August 2022 training course in Australia

Got questions about this course? Want to discuss a private session? Contact us on +61 3 9008 7287 between 8:30 am to 5:30 pm AEST/AEDT Monday to Friday or send us a message anytime >

Details

Start:
August 23 @ 9:00 AM AEST
End:
August 25 @ 5:00 PM AEST
Cost:
$2,097.75
Course Categories:
, , , ,

Organiser

CX Skills
Phone:
+61 3 9008 7287
Email:
hello@cxskills.com.au
View Organiser Website

Other

Completion Period
3 whole days
Job Type
Contact Centre Team Leaders, Contact Centre Managers, Workforce Optimisation
Trainer:
CallDesign
Total Course Hours
8 Hours
Delivery Format
1 x 8-hour session
ACXPA Member Discount
25%