Live online · 1 full day · with Call Design

Real-Time WFM for Contact Centre Analysts

Forecasts and schedules set the plan. Real-time analysts protect the day when reality doesn’t follow it.

In one live day with workforce specialists Call Design, your analysts learn to track live performance, spot variance early and take the right action, so service stays steady and resources stay balanced.

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4.9/5 from 374 verified reviewsGoogle5.0 from 39 reviews
  • Delivered by Call Design, WFM specialists
  • Workbook and certificate included
  • No WFM software needed
  • Built for Real-Time Analysts

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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
Real-time analyst monitoring contact centre performance

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.

Module 1

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
Module 2

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
Module 3

Tracking and analysis

Monitor live performance, spot variance early and assess its impact.

  • What to measure and when
  • Understanding intraday variance
  • Service level impact
Module 4

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

Choose how to take part

Book tickets on a public course, or run it privately for your team, online or onsite.

Public course

Join a scheduled live online class

  • One full day, live online
  • Learn with analysts from other organisations
  • Book one ticket or several
  • Save 15% when you book 3 or more
See upcoming dates

Private team course

Your team only, online or onsite

  • Scenarios built around your queues and tools
  • Flexible dates and timings
  • Live online or at your workplace
  • Minimum 5 participants
Talk to us about your team

Need the full WFM lifecycle? See WFM Essentials

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 PDF

Prefer to talk it through?

Not sure it suits your team? Get in touch and we’ll help you choose.

Talk to us

Upcoming live public courses

Book tickets for one analyst or a few

Public courses run live online over one full day, 9am to 5pm Melbourne time, a few times a year.

Each public course needs a minimum number of participants to run. If a date can’t go ahead, we’ll let you know as early as possible and you can move to another date or get a full refund.

  • Led by Call DesignWFM specialists since 1999
  • One full dayLive online, 9am to 5pm
  • 15% off 3 or moreBooked in one transaction
  • 25% off for membersACXPA member pricing
Next available21Oct2026

Wed 21 Oct 2026

9:00am–5:00pm AEDT · 1 day · Online via Zoom

Bookings close Tue 20 Oct, 6:30pm

$697per person, ex GSTBook tickets15% off 3 or more tickets 4.9/5 · 374 reviews

More dates

Times shown in Melbourne time (AEST/AEDT).

Who 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

ACXPA membership

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

ACXPA membership is a practitioner-built, vendor-neutral toolkit for anyone who plans or manages a contact centre workforce, and you don’t need to book a course to use it.

Each person on your membership gets their own login to planning tools, calculators, templates and training, plus live access to experienced practitioners every fortnight.

  • 50+hours of live expert access a year
  • 65+tools, templates and resources
  • 18calculators
  • 25%off CX Skills live public courses
Open Mic

Live expert access, every fortnight

Our Open Mic is a relaxed, off-the-record Zoom every second Tuesday with ACXPA’s founder and CEO.

No agenda, no slides: bring a question, share what you’re working through, or just listen.

Find out more
Live · every month

Call Centre and CX Roundtables

Monthly live panels with contact centre and CX leaders on the problems customer-facing teams face every day.

Every session is kept in a searchable library, with an AI assistant that answers your questions.

Call Centre Roundtables CX Roundtables
Any time

Eight specialist hubs

Customer service, CX, complaints handling, coaching, training and onboarding, call centres, WFM and benchmarking.

Each hub has its own tools, templates and training, ready when you need them.

Find out more

The ACXPA WFM Hub

Nine purpose-built workforce planning tools for members, plus free calculators anyone can try, that put WFM maths to work in your own centre.

  • Erlang C CalculatorEnter call volume, handle time and your service level target for a quick estimate of the agents you need.
  • Workload & Capacity PlannerConvert volume and AHT into minimum FTE once you factor in shrinkage, occupancy and concurrency.
  • Staffing Levels SimulatorErlang-powered: find the agent count needed to hit your target service level.
  • Service Level SimulatorEnter your team size and see the service level your current staffing can realistically achieve.
  • Interval PlannerStress-test your operation by modelling volume, AHT and staffing scenarios across intervals.
  • Shrinkage CalculatorTurn leave, meetings and training hours into an accurate shrinkage % for smarter planning.
  • Outlier Detection WizardPinpoint top and bottom performers across multiple metrics to focus your coaching effort.
  • Cost of Wasted Call Time CalculatorPut a fully-loaded dollar cost on avoidable handling time and the FTE capacity it drains.
  • Employee Cost CalculatorSee the true, fully-loaded cost of an employee (wage, super, on-costs, overhead and shrinkage) per year, per hour and per minute.
  • Employee Replacement CalculatorQuantify the true cost of turnover, from exit interview through to full productivity.
  • Employee Turnover CalculatorMeasure attrition and retention against contact centre benchmarks.
Explore the WFM Hub

Plus more member tools for planners and managers

Call centre rankings reports

Monthly, quarterly and sector reports from the Australian Call Centre Rankings, tracking 48+ metrics.

Agent Performance Matrix

Plots every agent on quality versus productivity, so coaching and scheduling decisions start from the same picture.

QA tools

QA Sample Size and Advanced QA calculators, plus the QA Sampling Benchmark to compare your sampling by sector and size.

An ACXPA Individual Membership is $197 ex GST a year, and Business Membership starts at $497 for a team of five, under $100 per person.

Every member gets 25% off CX Skills live public courses: one person on this $697 course saves $174.25.

See Business Membership optionsExplore ACXPA resources

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.

About Call Design
Call Design, ACXPA Official Partner

Why CX Skills

Why contact centres choose CX Skills for WFM training

Most WFM training is either vendor software training or theory that never meets a real roster.

Ours is designed and delivered by workforce management practitioners who plan for small centres and large-scale operations alike, using vendor-agnostic approaches that work with whatever WFM system you run.

So your planners leave with methods and tools they can apply to your centre the next day.

Practitioner-designed

Designed and delivered by workforce management practitioners.

ACXPA certified

CX Skills is the official training partner of ACXPA, and many of our courses are ACXPA certified.

Take-home tools

Practical templates, calculators and take-home tools included.

Vendor-agnostic

Approaches that work across any WFM system or environment.

For every WFM role

Planners, real-time analysts, team leaders and managers.

Flexible delivery

Live online, onsite and self-paced delivery options.

FAQs

Real-Time WFM FAQs

Delivery, pricing, content and who the course suits.

Still have questions? Get in touch
Who should attend?
Real-Time Analysts, WFM and command centre teams, and the Team Leaders and managers who make real-time decisions in smaller centres.
Do we need WFM software?
No. The methods are vendor-agnostic and work with any WFM system, or simple spreadsheets. If you’re choosing WFM technology, compare suppliers in the CX Supplier Directory.
How is the course delivered?
Live online via Zoom over one full day, 9am to 5pm Melbourne time. Private courses can also run onsite at your workplace.
Who is the trainer?
The course is delivered by one of Call Design’s experienced workforce management consultants. Call Design is our official WFM partner and an ACXPA Accredited Trainer Provider.
What’s included?
A full day of live, facilitated training, an electronic workbook and a certificate of completion.
How is it different from the other WFM courses?
Real-Time WFM focuses on managing the day. WFM Essentials covers the whole WFM lifecycle over three days, and WFM for Team Leaders is one day on what Team Leaders need to know, run privately for teams of 5 or more.
How much does it cost?
Public courses are $697 per person (ex GST). Save 15% when you book three or more tickets in the same transaction, and ACXPA members save 25%. Private courses (minimum 5 participants) are quoted.
What do participants need?
A computer with a stable internet connection, Zoom, and a headset and camera for the best experience. You’ll receive your join link before the course starts.
Will the course definitely go ahead?
Public courses need a minimum number of participants to run, so we reserve the right to reschedule or cancel a date if too few people book. If that happens, we’ll let you know as early as possible and you can move to another date or get a full refund.
How do I book?
For a public course, choose a date in the upcoming dates and book online by card or invoice. For private training, talk to us or call +61 3 9008 7287.

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.

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Ready to keep the day on track?

Book tickets on the next public course, or talk to us about a private course for your team, online or onsite.

See upcoming datesTalk to us about your team