Workforce Optimisation Training Courses (WFM)
Master Workforce Optimisation for Contact Centres
Workforce Optimisation (WFO), also known as Workforce Management (WFM), is essential for maintaining a cost-effective, high-performing contact centre.
By ensuring the right people are rostered at the right time, businesses can reduce labour costs, improve service levels, and enhance employee satisfaction.
Our Call Centre Workforce Optimisation training courses are designed to help you build smarter rosters, improve forecasting accuracy, and manage real-time staffing challenges.
Whether you’re a team leader, workforce planner, or contact centre manager, these courses will equip you with the skills to maximise efficiency and operational performance.
While Workforce Optimisation applies across many industries, CX Skills specialises in contact centres and back-office workforce management.
Explore our tailored training programs below or scroll to the bottom for upcoming public training courses.
Why Workforce Optimisation Training is Essential
Labour costs are the single biggest expense for contact centres in Australia, making efficient workforce optimisation critical for success.
A well-executed Workforce Management (WFM) strategy ensures the right people are rostered at the right time, balancing cost control, customer service, and employee well-being.
Investing in WFM training provides a range of benefits, helping businesses to reduce costs, improve operational efficiency, and enhance both customer and employee experiences.
Public vs Private Training Options
We understand that every organisation has unique Workforce Management (WFM) training needs, which is why we offer both public and private training options to suit your team’s requirements.
• Public courses are ideal for individuals or smaller teams looking to develop their WFM skills in a structured learning environment. These sessions bring together participants from different businesses, offering diverse insights, networking opportunities, and shared learning experiences.
• Private courses provide a customised training experience exclusive to your organisation. You’ll have the flexibility to choose the schedule, tailor content to your specific WFM challenges, and focus on real-world scenarios relevant to your team.
Compare the options below to find the best fit for your business. If you’re unsure, get in touch – we’ll help you choose the right solution!
| Feature | Public Course | Private Course |
|---|---|---|
| Who Attends | Open to all companies and individuals | Your team only |
| Learning Environment | Hear different perspectives and insights from others in various industries. | Training is customised to your organisation’s specific challenges and goals. |
| Dates & Times | Fixed schedule making it easy to plan ahead | Fully flexible to suit your needs |
| Content | Standardised curriculum covering core skills | Customised to your business needs |
| Delivery Method | Live online | Live online or onsite |
| Cost | $697 - $2,797 per person (depending on the course) | More Cost-effective for larger groups |
| Best For | Businesses needing a hassle-free, ready-made training solution with fixed dates | Companies wanting a customised training program tailored to their team’s needs |
| Minimum Numbers | No minimum - book a single employee or the whole team! | Minimum of 3 participants |
| View Upcoming Public Courses > | Learn More About Private Training > |
Explore Our Workforce Optimisation Training Courses
We offer three specialised Workforce Optimisation training courses designed to enhance your WFM skills, whether you’re just starting out, managing real-time operations, or leading a team. Each course is tailored to provide practical knowledge and strategies that can be applied immediately in your workplace.
Explore the options below to find the course that best suits your needs.
If these ready-made courses don’t quite fit your needs, contact us to discuss a customised training solution tailored to your organisation.
WFM for Team Leaders
This course is designed to help team leaders understand workforce management principles, ensuring they can effectively support WFM teams and optimise team performance.
Covering key workforce planning concepts, this 1-day course is ideal for team leaders looking to improve scheduling, adherence, and overall efficiency.
Course Details:
- Name: WFM for Team Leaders Training Course
- Duration: 1 x Full Day
- Price: $697.00 ex GST per person
- Outcomes:
- Gain a fundamental understanding of WFM in a contact centre environment.
- Improve team adherence and schedule optimisation.
- Enhance communication between team leaders and WFM specialists.
Why Choose This Course?
Perfect for team leaders who want to align their teams with workforce planning to drive efficiency and meet operational targets.
Real Time WFM for Contact Centres
Learn the art of real-time workforce management to keep your contact centre running smoothly and efficiently.
This 1-day course covers real-time strategies for managing staff adherence, handling unexpected call volume changes, and optimising agent productivity.
Course Details:
- Name: Real Time WFM for Contact Centres Training Course
- Duration: 1 x Full Day
- Price: $697.00 ex GST per person
- Outcomes:
- Understand real-time workforce management fundamentals.
- Develop proactive strategies for real-time monitoring and response.
- Improve contact centre efficiency and service level consistency.
Why Choose This Course?
Ideal for contact centre managers and WFM professionals seeking real-time operational excellence in workforce optimisation.
WFM Essentials
The WFM Essentials course provides a comprehensive introduction to Workforce Management (WFM) principles, helping contact centres improve efficiency, forecasting, and scheduling.
Designed for new workforce planners or those needing a solid WFM foundation, this 2-day course covers everything from forecasting techniques to real-time management strategies.
Course Details:
- Name: WFM Essentials Training Course
- Duration: 3 x Full Days
- Price: $2,797 es GST per person
- Outcomes:
- Understand key WFM concepts such as forecasting, scheduling, and adherence.
- Learn practical techniques for workforce optimisation in contact centres.
- Improve efficiency and staff utilisation through data-driven planning.
Why Choose This Course?
This course is ideal for those new to WFM, or those with no formal WFM training, offering hands-on learning that delivers immediate operational improvements for your contact centre.
Compare Our Workforce Optimisation Courses
Not sure which Workforce Optimisation Course (WFM) is right for your team?
Use the table below to compare our WFM for Team Leaders, Real-Time WFM, and WFM Essentials training options to find the best fit for your business.
| Feature | WFM for Team Leaders | Real-Time WFM | WFM Essentials |
|---|---|---|---|
| Duration | 1 Full Day | 1 Full Day | 3 Full Days |
| Best For | Team leaders wanting to align with WFM teams and optimise team performance. | Contact centre managers and WFM specialists looking to master real-time workforce optimisation. | New workforce planners or those seeking a comprehensive foundation in WFM. |
| Key Focus | Understanding WFM principles, improving schedule adherence, and team alignment. | Proactive strategies for real-time monitoring, queue management, and agent adherence. | Forecasting, scheduling, adherence, and data-driven workforce planning. |
| Delivery Format | Public Courses: Live Online Private Training: Online or Onsite |
Public Courses: Live Online Private Training: Online or Onsite |
Public Courses: Live Online Private Training: Online or Onsite |
| Price | $697 per person | $697 per person | $2,797 per person |
| Learn More > | Learn More > | Learn More > |
Why Choose Us for Workforce Optimisation Training?
Workforce Optimisation is a specialised skill—and experience matters.
Designing effective rosters, forecasting demand, and managing real-time operations requires deep industry expertise, not just theoretical knowledge.
That’s why CX Skills, Australia’s leading call centre training specialists, partners with CallDesign, the undisputed experts in Workforce Optimisation.
With decades of experience, CallDesign has helped some of Australia’s largest and most complex contact centres streamline operations, reduce costs, and improve customer and employee experiences.
CX Skills is also the official training partner of ACXPA (Australian Customer Experience Professionals Association) – Australia’s leading industry body for contact centre and customer experience professionals. This means our courses are industry-recognised, aligned with best practices, and designed for real-world impact.
As an added benefit, ACXPA members receive an exclusive 25% discount on all Workforce Optimisation courses, making investing in the skills that drive operational excellence even easier.
Train with the best. Learn from the best. Get results.
Upcoming Public WFM Courses
Ready to elevate your WFM skills? You can secure a spot in any of the upcoming public courses listed below.
Tickets can be purchased directly online—whether you need just one seat or multiple for your team. Payment can be made instantly via credit card, or you can request an invoice if preferred.
💰 Discounts available! Save 15% if you book for three or more people in the same transaction and ACXPA Members save 25% of ALL CX Skills courses.
Click on a course below to learn more and book your place today, or explore the courses in more detail: WFM for Team Leaders | Real-Time WFM | WFM Essentials
New public course dates are published on a regular basis!
April 2025 WFM Essentials
Online via Zoom Price: $2,797.00 AUD ex GSTLearn the essentials of Workforce Management for Call Centres in this 3-day April 2025 WFM Essentials training course delivered by the WFM experts at CallDesign.
May 2025 Real-Time WFM for Contact Centre Analysts
Online via Zoom Price: $697.00 AUD ex GSTThe May 2025 WFM Real-Time Analyst for Contact Centres training course is a one-day online training course designed for employees working in a Real-Time Analyst role in a Contact Centre.
May 2025 WFM Essentials
Online via Zoom Price: AUD ex GSTLearn the essentials of Workforce Management for Call Centres in this 3-day May 2025 WFM Essentials training course delivered by the WFM experts at CallDesign.
June 2025 WFM for Contact Centre Team Leaders
Online via Zoom Price: $697.00 AUD ex GSTDesigned for Contact Centre Team Leaders to learn the basics of Call Centre Workforce Management in this one-day June 2025 WFM for Contact Centre Team Leaders training course.
🚀 Save on Training & Improve Customer Interactions with ACXPA
The Australian Customer Experience Professionals Association (ACXPA) helps businesses across all industries deliver better customer experiences, improve service quality, and develop high-performing teams.
As an ACXPA member, you'll get 25% off all CX Skills courses, plus access to industry benchmarks, expert insights, best-practice resources, and a network of professionals to help you enhance your customer service capabilities.
📢 Annual Membership starts from just $35 per employee – saving you money on training while providing ongoing professional development.
🚀 Learn How ACXPA Helps Your Business >Frequently Asked Questions (FAQs)
Who should attend these courses?
Our Workforce Optimisation training courses are designed for professionals involved in Workforce Management (WFM) across contact centres, back-office operations, and retail environments.
Whether you’re new to WFM, managing real-time performance, or leading a team, our courses will help you develop the skills needed to optimise staffing, improve efficiency, and enhance customer service levels.
What’s the difference between public and private courses?
• Public courses are scheduled training sessions open to individuals or small teams from different businesses. These structured sessions provide diverse industry insights and networking opportunities.
• Private courses are tailored exclusively for your organisation, offering flexible scheduling and custom content to address your specific WFM challenges.
Are the courses delivered online or in person?
All public courses are delivered live online via Zoom, providing an interactive and engaging learning experience without the need for travel.
Private courses can be delivered online or onsite at your location (travel fees may apply).
How long are the courses, and what’s included?
• WFM for Team Leaders: 1 full day focused on applying WFM principles within leadership roles.
• Real-Time WFM Course: 1 full day dedicated to real-time performance monitoring and adherence management.
• WFM Essentials Course: 3 full days covering forecasting, scheduling, and real-time management.
All courses include practical exercises, industry best practices, and real-world case studies to ensure immediate application in your workplace.
What if I need to train my entire team?
For larger teams, a private training session is the best option. We can schedule sessions around your operations and tailor the content to your organisation’s specific WFM needs.
Contact us for a customised training proposal.
Can the content be customised for our business?
While public courses follow a structured curriculum, private courses can be fully customised to align with your specific operational goals and workforce challenges.
Customisation options include:
• Adapting course length and content focus.
• Addressing specific workforce planning, real-time management, or scheduling challenges.
• Incorporating business-specific case studies and role-playing exercises.
Get in touch to discuss a tailored Workforce Optimisation training solution for your organisation.
Is online training more cost-effective than in-person training?
Online training eliminates travel costs, venue hire, and logistical expenses, making it a highly cost-effective learning option while still delivering impactful results.
Benefits of live online training:
• Access to industry experts without travel costs.
• Interactive learning with real-time discussions and case studies.
• Smaller group sizes for personalised engagement.
How do I book a course?
• Public Courses: View upcoming dates and click “Learn More & Get Tickets” to book online.
• Private Courses: Contact us to discuss your training needs and receive a customised proposal.