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September 2022 Real time WFM for Contact Centre Analysts training course


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Real-Time WFM for Contact Centre Analysts (September 2022 Class)
This course is delivered online on the 21st September 2022 between 09:00 and 17:00 AEST (Melbourne)
$ 697.00 AUD ex GST

September 2022 Real-Time WFM for Contact Centre Analysts training course

Learn how to make real time decisions to improve business and customer outcomes

New course for 2022!

Workforce management is one of the most critical functions in a contact centre so it is important to ensure everyone on the team has the skills and knowledge they need to be successful.

This September 2022 Real-Time WFM for Contact Centre Analysts training course is specifically designed for Real-Time Analysts (RTAs) in a Contact Centre to ensure they have the tools they need to make better decisions, encourage more efficient planning, and improve your customers’ experience.

It covers everything from workforce planning fundamentals to tracking and analysis as well as what needs to be considered when things don’t go to plan such as adjusting rosters, break times, queue allocations and so on.

In larger contact centres, the Real-Time Analyst is typically a dedicated role (or roles). If you are in a smaller centre where you have to wear multiple hats we recommended the Workforce Management for Practitioners training course that covers all you need to know about WFM.

Finally, the principles and techniques taught in this course are vendor agnostic and are not dependent on the type/brand of WFM software you are using.

Real-Time Workforce Management Training Course in September 2022

Why is real-time analysis so important?

A fundamental component of Workforce Management is forecasting/predicting future customer demand and aligning your rosters (start/finish times, breaks, annual leave) etc to try and maximise your resources during your busiest periods of the day/week/month/year.

But even despite the best plans in the world, things don’t always go to plan!

Sick leave, traffic delays, urgent training requirements, and higher than forecasted volumes due to external events (e.g. media, weather etc) plus your own business activities (marketing, product issues etc) can all wreak havoc!

Real-Time Analysts will analyse the situation (and data) and make decisions or recommendations to maximise the business and customer outcomes with the resources you have available all while also trying to balance staff preferences with shift and break times – sounds easy right???!!!

Real-Time WFM for Call Centres September 2022

What you’ll learn

The September 2022 Real-Time WFM for Contact Centre Analysts training course teaches the basics of workforce management (as understanding the fundamentals is important) with a focus on techniques used to help make better business decisions on the real-time needs of your contact centre.

Making real-time decisions can have  a significant impact on your business with benefits including:

  • Improved business outcomes (increased efficiency and a better customer and employee experience)
  • Improved customer outcomes (less wait time)
  • Improved employee outcomes (better balancing of shift times, increased flexibility of breaks, training, coaching, etc).
September 2022 Real-Time WFM for Contact Centres training course outcomes

If you don’t currently don’t have any workforce planning software, you can find a list of suppliers on the Australian Customer Experience Professionals Association (ACXPA) Supplier Directory.

Search for Workforce Optimisation Technology Suppliers >

Real-Time WFM for Contact Centres September 2022 training course suitability

Who should do this course?

The Real-Time WFM course is primarily designed for Real-Time Analysts that in larger contact centres, is typically a dedicated role or team.

In smaller contact centres, the job of making real-time decisions with regards to rosters, breaks, queue management etc often falls to the Team Leaders or Manager. In that instance, we have two courses that may be more suitable – WFM for Team Leaders and WFM for Practitioners.

Real-Time WFM for Contact Centres Course Modules

1 Day of Live, Facilitated Learning

The September 2022 Real-Time WFM for Contact Centre Analysts training course has been designed specifically for Real-Time Analysts working in a contact centre.   The course includes four modules listed below delivered over 1 day (online) 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:

  1. Defining a contact centre
  2. What workforce management is
  3. The workforce management lifecycle
  4. The role of workforce planning


As a Real-Time Analyst is it important to understand the basics of workforce management.

In this module, we provide insight into the importance of workforce planning. This includes an overview of forecasting and scheduling as well as why multi-skilling is important.

We will cover:

  1. Forecasting- gathering and analysing data.
  2. Understanding service level goals and creating basic forecasts
  3. Multi-skilling
  4. Analysing shrinkage
  5. Calculating how many staff you need in each interval of the day.
  6. Scheduling – building schedules that balance customer service requirements and meeting service level goals with the scheduling preferences of your staff


Once the plan has been created, it’s important to track what is happening and analyse the results. As an RTA, this is one of the primary tasks.

Real-Time Analysts will learn what they need to be looking at and how to spot any variances from what was planned.

We will cover:

  1. What to measure
  2. When to measure it
  3. Understanding the impact of a variance to the plan


Even with the best planning, things change. Events happen that can increase or decrease customer demand, schedules change and RTA’s need to take actions to try to ensure the best and most consistent service outcome.

The final module covers why intervention is often required; how to manage exceptions; when to re-forecast and how best to provide recommendations to the business.

We will cover:

  1. Why intervention is important
  2. Exception management
  3. How and when to intervene
  4. Re-forecasting
  5. Service level consistency
  6. Providing recommendations to the business.

Looking for other workforce optimisation training courses?

We offer three other Workforce Optimisation courses – WFM for Team LeadersWFM for Practitioners and WFM for the Back Office.

Built for Online Training

This September 2022 Real-Time WFM for Contact Centre Analysts training course has been specifically designed to be delivered online (e.g. Zoom, Microsoft Teams etc) over a single day. There are plenty of breaks scheduled to enable you to stay focused and attend to any urgent matters.   

The Zoom link and electronic course workbook will be sent to all course participants the day prior to the course commencing.

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

Online Real-Time WFM for Contact Centres training course in September 2022

Dates and Time

The one-day September 2022 Real-Time WFM for Contact Centre Analysts training course is held online on the following date and times:

  • Wednesday, 21st September
  • 09:00 to 17:00 AEST* (Melbourne)

*Depending on the location of the attendees, we may vary the times slightly to better accommodate with regards to time zones.

If this date/time doesn’t suit click here for more options >

Date and times for the Real-Time WFM for Contact Centres training course in September 2022

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 partnership 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 an accredited training provider of the Australian Customer Experience Professionals Association (ACXPA) and we are committed to helping support our industry to grow and prosper.

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
Great company to work with. Excellent training course with trainers that really bring the content to life!
Joyi Lu
Joyi Lu
05:53 22 Jun 22
Fantastic virtual environment. Daniel who hosted our course was well articulated and engaging. I thoroughly enjoyed participating in this CX course and feel ready to apply the skills I gained.
07:00 03 Jun 22
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

Pricing and Payment Options

The one-day September 2022 Real-Time WFM for Contact Centre Analysts 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:

  • One full day 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.
September 2022 Real-Time WFM for Contact Centre Analysts training course prices

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 >


September 21
9:00 AM - 5:00 PM AEST
Course Categories:


CX Skills
+61 3 9008 7287
View Organiser Website


Completion Period
Same day (whole day)
Job Type
Workforce Optimisation
Total Course Hours
8 Hours
Delivery Format
1 x 8-hour session
ACXPA Member Discount