Live online public course with Call Design
Call Centre WFM EssentialsTuesday 16 to Thursday 18 November 2027
Master the foundations of contact centre workforce management: forecasting, scheduling, performance and real-time control.
Three full days 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
- No prior WFM experience required
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
Workforce management is one of the most powerful levers in a contact centre, yet many teams still wing forecasting, rostering and the changes that hit during the day.
You’ll leave with a structured, practical grasp of WFM, so you can plan with confidence and explain your decisions to leaders and teams.
- Lower labour costs
- Steadier service levels
- Fairer rosters for your people
Forecast with confidence
Analyse historical patterns and predict contact volumes.
Calculate staffing
Turn Erlang C, shrinkage and attrition into the people you need.
Build better schedules
Schedules that fit the demand curve and your people.
Measure performance
Track adherence, attendance and WFM team performance.
Manage in real time
Exception management and contingency plans for the day.
Explain your decisions
Communicate WFM decisions clearly and handle conflict well.
The course
Six modules over three live days
Call Centre WFM Essentials runs live online over three full days: 24 hours of facilitated learning with Call Design’s workforce management specialists.
Each module blends the principles with exercises and case studies from real operations, so your team can apply them straight away.
Every participant receives an electronic workbook and a certificate of completion.
- 3 full days9am to 5pm, on consecutive days
- 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: six modules
You move from how WFM works, through forecasting and scheduling, to managing performance and the day itself.
Introduction and overview
What workforce management is, why it matters and how WFM teams are structured.
- Introduction to workforce management
- Common planning tasks
- WFM team structures
Forecasting and planning
Analyse historical patterns, forecast contact volumes and calculate the staff you need.
- Time series analysis
- Erlang C
- Shrinkage and attrition
Scheduling
Turn forecasts into schedules that balance employee needs with operational requirements.
- Scheduling considerations
- Scheduling components
- Schedule creation
Performance analysis
Monitor daily performance and see how adherence and attendance affect service.
- Monitoring daily performance
- Managing adherence and attendance
- Measuring WFM team performance
Real-time management
Spot problems early and act quickly when the day doesn’t go to plan.
- Exception management
- Contingency planning
- The continuous improvement cycle
Communication
Clear messages, the right channels and constructive handling of conflict.
- Creating a clear message
- Choosing the right medium
- Dealing with conflict
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 six modules, format, price and options, ready to forward or attach to an approval.
Call Centre WFM Essentials fact sheet
3 full days live online with Call Design, $2,797 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 WFM Essentials for?
Anyone working in, moving into or supporting workforce management in a contact centre, including WFM team members who learned on the job. No prior WFM experience is needed.
WFM team members
Learned on the job and want formal training.
Aspiring WFM professionals
Stepping into planning, scheduling or real-time roles.
Team Leaders and Supervisors
Understanding how rosters and adherence affect results.
Reporting and operations analysts
Seeing the planning behind the numbers.
Contact centre managers
Making better resourcing decisions.
L&D and operations teams
Supporting and onboarding planning teams.
Looking for other WFM training? Browse all WFM courses
Delivered by Call Design
Learn from workforce management specialists
WFM Essentials 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
Twenty-four hours of live training with Call Design, plus an electronic workbook and certificate, for $2,797 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 sessions interactive, so book early to secure your place.
- Save 15% when you book 3 or more tickets in one transaction
- ACXPA members pay $2,097.75 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 these dates 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 $699.25 on this course? A $197 ACXPA membership pays for itself on this ticket
The maths
- 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 anyone who plans a contact centre workforce: the WFM Hub’s planning tools and calculators, rankings reports and live expert access every fortnight, for a full year.
What your planners get, all year round
- WFM Hub: Erlang C, staffing, service level, interval and shrinkage tools
- Employee cost, turnover and replacement calculators
- Call centre rankings reports tracking 48+ metrics
- Open Mic every fortnight and monthly Call Centre Roundtables
FAQs
WFM Essentials FAQs
Delivery, pricing, content and who the course suits.
Who should attend?
Do I need WFM experience?
When are the sessions?
What if I can’t make these dates?
Do we need WFM software?
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 16 to 18 November, or talk to us about a private course for your team.
