1. Introduction and Overview

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

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

We explore the various components of WFM and discuss some of the common workforce planning tasks and team structures. In short, this module sets the stage for the entire three-day course.

Core Topics Covered:

• Introduction to Workforce Management
• WFM team structures

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, calculating workload and planning for the future.

Core Topics Covered:

• Time series analysis
• Erlang C
• Shrinkage
• Attrition

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 examines the various scheduling components and flexibility options often provided to staff working in contact centres, branches, or retail environments.

Core Topics Covered:

• Scheduling considerations
• Scheduling components
• Schedule creation

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 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.

Core Topics Covered:

• Monitoring daily performance
• Managing adherence and attendance
• Measuring the WFM team’s performance

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 course of action when things don’t go as 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.

Core Topics Covered:

• Exception management
• Contingency planning
• Continuous Improvement cycle

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 to be 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 WFM Essentials course concludes with a module on better communication, focusing on how to effectively communicate with peers and manage conflict.

Core Topics Covered:

• Effective communication
• Creating a clear message
• Choosing the correct medium
• Dealing with conflict