Real-Time WFM for Contact Centre Analysts training (December 2025)
Learn how to make real-time decisions to improve business and customer outcomes.
This practical course is designed specifically for Real-Time Analysts (RTAs) working in contact centres. Your team will learn how to track live performance, spot variances, and take the right actions when plans go sideways so you keep service stable and resources balanced.
Vendor-agnostic techniques that work with any WFM software. No tool required.
- 1-day live facilitated training
- Designed for Real-Time Analysts
- Electronic workbook included
- Vendor-agnostic methods
- Track live performance and understand the impact of variances to the plan
- Decide when and how to adjust rosters, breaks, queues and activities
- Improve consistency of service levels, customer wait times and staff experience
Why Real-Time WFM is critical
Forecasts and schedules set the plan. Real-time analysis protects the day when reality doesn’t care: sick leave, traffic, system issues, unexpected campaigns, or higher-than-forecast volumes. RTAs keep service stable by spotting the variance early and taking the right action fast.
- See what matters now. Track live performance, understand variance to plan, and focus attention where it moves the needle.
- Make better decisions, faster. Know when to adjust rosters, breaks, queues, coaching and activities to stabilise service.
- Protect the customer experience. Reduce wait time blowouts and smooth demand vs capacity across the day.
- Protect the business outcome. Improve efficiency and cost-to-serve by using the people you have more effectively.
- Protect the employee experience. Balance shift preferences with operational needs, manage exceptions, and keep breaks and training on track.
- Works with any toolset. Techniques are vendor-agnostic and apply whether you have WFM software or not.
Business benefits
- Increased efficiency and consistency of service levels
- Fewer firefights and recoveries after the fact
- Clearer decision rules for exceptions and re-forecasting
- Stronger alignment between demand and staffing
Customer benefits
- Lower wait times during peaks
- More predictable experience across the day
- Improved consistency of service across channels
- Reduced frustration from unexpected delays
Employee benefits
- Fairer break and activity balance
- Less chaos, clearer priorities for leaders and RTAs
- Improved coaching and training opportunities
- Better morale from more predictable workdays
No WFM software required! The course is vendor-agnostic and the principles work with any WFM platform or even simple spreadsheets.
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Who should do this WFM RTA course?
This course is designed for Real-Time Analysts (RTAs) working in contact centres where real-time performance needs active management during the day. In smaller centres, team leaders or managers may make real-time decisions; if you need broader WFM foundations, consider our Team Leader or Essentials pathways.
Real-Time Analysts (RTAs)
- Monitor intraday performance and variance to plan
- Manage adherence, occupancy, shrinkage and queues in real time
- Adjust breaks, offline activities, overtime and call routing when needed
- Coordinate comms with team leaders and escalate service risks early
- Log actions and outcomes to improve next-day planning
WFM & Command Centre teams
- Standardise how variance is detected, triaged and resolved
- Set clear triggers for re-forecasting and same-day schedule changes
- Align real-time actions with forecasting and scheduling functions
- Create playbooks that work across sites, brands and vendors
- Apply vendor-agnostic techniques with or without WFM software
Team Leaders & Managers (smaller centres)
- Wear multiple hats and make day-of-operations decisions
- Need practical controls to protect service levels during peaks
- Decide when to move people between queues or channels
- Know when to re-forecast versus ride out short-term variance
- Prefer vendor-neutral methods that fit any toolset or spreadsheet
If you need broader WFM fundamentals, our WFM for Team Leaders or WFM Essentials courses may be a better fit.
WFM for RTA Course Modules
Delivered over one full day of live, facilitated learning, the December 2025 Real-Time WFM for Contact Centre Analysts course provides a practical, vendor-agnostic framework for managing intraday performance.
From workforce planning fundamentals to live tracking, analysis, intervention and recommendations, each module is designed to give Real-Time Analysts the confidence and tools to keep service levels steady when reality doesn’t go to plan.
Every participant receives an electronic workbook, a certificate of completion, and the ability to apply proven real-time techniques immediately in their centre.
1. Introduction to Workforce Management
Understand what workforce management is, why it’s critical to contact centre success, and the challenges organisations face in balancing cost, service and employee experience.
- Defining a contact centre
- What workforce management is and why it matters
- The WFM lifecycle
- The role of workforce planning
2. Workforce Planning Fundamentals
Build a strong foundation in forecasting, scheduling and multi-skilling to understand the drivers of real-time performance.
- Gathering and analysing data for forecasts
- Understanding service level goals
- Multi-skilling and its impact
- Analysing shrinkage and staffing requirements
- Building schedules that balance customer and employee needs
3. Tracking and Analysis
Learn how to monitor live performance, spot variances early, and assess the impact of deviations from plan.
- What to measure and when
- Understanding intraday variances
- Analysing service level impact
4. Intervention & Recommendations
Discover how to act on real-time data, manage exceptions, and make recommendations that protect business, customer and employee outcomes.
- Why intervention is critical
- Managing exceptions in real time
- When and how to re-forecast
- Maintaining service level consistency
- Providing recommendations to the business
About Your Trainer
The Real-Time WFM for Contact Centre Analysts course is delivered by Call Design, a specialist Workforce Optimisation consultancy with more than 20 years’ experience improving the efficiency of contact centres and back-office operations.
Since 1999, Call Design’s consultants have led WFM best-practice across Australian contact centres and retail and back-office environments. They combine deep product knowledge with pragmatic, vendor-agnostic techniques to lift forecasting, scheduling and intraday performance.
Call Design is an Accredited Trainer Provider with the Australian Customer Experience Professionals Association (ACXPA), so you can be confident the training meets a high standard and is tailored for Australian teams.
Trusted by Leading Organisations Across Australia
Hundreds of businesses — from local councils to national brands — have chosen CX Skills to upskill their teams with practical, real-world customer service training.
Your Workforce Management Advantage
Planning, scheduling and real-time control are hard. ACXPA membership gives you a WFM-specific toolkit, training, and a private practitioner community so you can forecast better, manage the day with less chaos, and protect customer, business and employee outcomes.
Members save 25% on all CX Skills courses
- WFM Hub with practical rostering, forecasting and reporting tools.
- Self-paced WFM courses so teams can build capability anytime.
- Private WFM groups to swap tactics with planners, RTAs and leaders.
- Monthly roundtables on intraday control, re-forecasting and optimisation.
- Downloadable calculators & templates ready to use in your centre.
- Resource library with benchmarking, videos and best-practice guides.
How and When It’s Delivered
The December 2025 Real-Time WFM for Contact Centre Analysts course is delivered live online, so you (or your team) can participate from anywhere in Australia.
This is a public course, giving Real-Time Analysts and workforce planners the chance to learn alongside peers from other organisations — gaining practical skills and valuable cross-industry insights.
Pricing and Payment Options
The December 2025 Real-Time WFM for Contact Centre Analysts course is delivered live in a single day by Call Design. It runs multiple times across the year, so it’s easy to find a date that suits.
Book an individual seat or enrol multiple participants.
💳 Credit card or invoice payment available at checkout.
Seats are limited. Secure your place early to lock in your preferred intake.
