Live online · onsite · self-paced

Workforce Optimisation Training Courses

Build serious WFM capability across forecasting, scheduling, real-time management, shrinkage and capacity planning, for contact centres that want measurable improvements in service levels, efficiency and employee experience.

Designed and delivered by workforce management practitioners, live online across Australia, New Zealand and the Asia Pacific, or onsite at your workplace.

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  • ACXPA certified courses
  • Official WFM partner: Call Design
  • Templates and calculators included
  • Certificate included

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

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WFM courses

Three programs covering the full WFM lifecycle

Compare the options for duration, delivery, cost and focus. Real-Time WFM and WFM Essentials run as public courses or privately for your team; WFM for Team Leaders is private only.

Call Design, official WFM partner of CX Skills

Our official WFM partner. Every WFM course is designed and delivered by Call Design, specialist workforce optimisation consultants since 1999 and an ACXPA Accredited Trainer Provider.

For team leaders

WFM for Team Leaders

Help team leaders understand WFM principles, improve adherence and align their teams with workforce plans to lift efficiency and engagement.

Trainer: Call Design

1 full day$697Live onlineOnsitePrivate onlyView course and modules
For analysts & managers

Real-Time WFM

Strategies for real-time monitoring, intraday reforecasting and adherence control. Ideal for WFM analysts and contact centre managers.

Trainer: Call Design

1 full day$697Live onlineOnsitePublicPrivateView course and modules
Complete WFM foundations

WFM Essentials

Comprehensive foundations in workforce planning: forecasting, scheduling, adherence and data-driven decision making for planners and leaders.

Trainer: Call Design

3 full days$2,797Live onlineOnsitePublicPrivateView course and modules

Not sure which option fits? Ask for a recommendation

Getting sign-off?

Everything your manager needs, in one PDF

Download a five-page course guide with all three WFM courses, their modules, lengths and prices, and how to book, ready to forward or attach to an approval.

Download the course guideTalk to us

Upcoming live public courses

Book tickets for one planner or a few

Enrol one staff member or several in a single transaction. Live online via Zoom. Pay by card or request an invoice at checkout. Tickets are strictly limited, so early booking is recommended.

  • Live with an expert trainerReal-time practice and coaching, not a recording.
  • Certificate of completionA digital certificate for everyone who completes the course.
  • Templates to keepTake-away templates and reference materials to use back at work.
  • ACXPA members save 25%Member pricing on every public course.
  • 21Oct2026Real-Time WFM for Contact Centre AnalystsWed 21 Oct · 9:00am–5:00pm AEDT · 1 day · Online via ZoomThe October 2026 Real-Time WFM course: one full day of live online training with Call Design for real-time analysts, covering intraday tracking, variance analysis and when to intervene.$697ex GSTView course
  • 17Nov2026WFM EssentialsTue 17, Wed 18 and Thu 19 Nov · 9:00am–5:00pm AEDT · 3 days · Online via ZoomThe November 2026 WFM Essentials course: three full days of live online workforce management training with Call Design, covering forecasting, scheduling, performance and real-time management.$2,797ex GSTView course
  • 16Feb2027WFM EssentialsTue 16, Wed 17 and Thu 18 Feb · 9:00am–5:00pm AEDT · 3 days · Online via ZoomThe February 2027 WFM Essentials course: three full days of live online workforce management training with Call Design, covering forecasting, scheduling, performance and real-time management.$2,797ex GSTView course
  • 24Feb2027Real-Time WFM for Contact Centre AnalystsWed 24 Feb · 9:00am–5:00pm AEDT · 1 day · Online via ZoomThe February 2027 Real-Time WFM course: one full day of live online training with Call Design for real-time analysts, covering intraday tracking, variance analysis and when to intervene.$697ex GSTView course
  • 16Mar2027WFM EssentialsTue 16, Wed 17 and Thu 18 Mar · 9:00am–5:00pm AEDT · 3 days · Online via ZoomThe March 2027 WFM Essentials course: three full days of live online workforce management training with Call Design, covering forecasting, scheduling, performance and real-time management.$2,797ex GSTView course
  • 20Apr2027WFM EssentialsTue 20, Wed 21 and Thu 22 Apr · 9:00am–5:00pm AEST · 3 days · Online via ZoomThe April 2027 WFM Essentials course: three full days of live online workforce management training with Call Design, covering forecasting, scheduling, performance and real-time management.$2,797ex GSTView course
Times shown in Melbourne time (AEST/AEDT).

Looking for training for the rest of your contact centre?

Call centre manager courses Team leader courses Frontline agent courses

Public or private

How WFM training is delivered

Public courses suit individuals or small groups who want fixed dates. Private courses let you schedule sessions for your whole team and tailor the content to your environment.

Public course

Open to all companies and individuals. Hear perspectives from other centres and industries.

  • Book one person or more
  • Fixed schedule that’s easy to plan around
  • Live online
  • $697–$2,797 per person (course dependent)
See upcoming dates

Private course

Your team only, tailored to your workflows, systems and targets.

  • Fully flexible to suit your roster and availability
  • Live online or onsite
  • Cost-effective for larger groups
  • Minimum 5 participants
Talk to us about your team

Why it matters

Why workforce optimisation training is essential

Labour is the largest cost in most contact centres. Trained WFM teams plan with data, control shrinkage and protect both customer and employee experience, so you hit service levels without overspend.

Reduce labour costs

Roster the right heads at the right time, and cut overtime, idle time and the blowouts caused by unmanaged shrinkage.

Improve customer experience

Lower wait times and abandons by matching staffing to demand at peaks and troughs.

Data-driven forecasting

Use historicals, events and seasonality to predict workload and build defendable capacity plans.

Smarter schedules

Design shifts that fit the curve, lift adherence and avoid paying people when there’s no demand.

Real-time control

Detect variance early, reforecast intraday and make informed skill-moves before queues spike.

View Real-Time WFM

Protect your people

Balance service and wellbeing with fair workloads, realistic targets and transparent planning.

ACXPA membership

Want premium WFM tools you can use all year round?

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.

Business Membership starts at $497 ex GST a year for a team of five, under $100 per person.

Every member gets 25% off CX Skills live public courses: one planner on WFM Essentials ($2,797) saves $699, more than the membership costs.

See Business Membership optionsExplore ACXPA resources

Our official WFM partner

Delivered in partnership with Call Design

Our workforce management programs are delivered in collaboration with Call Design, a specialist workforce optimisation consultancy with more than 20 years’ experience strengthening forecasting, scheduling and real-time management capability.

Since 1999, Call Design has partnered with many of Australia’s largest contact centre, retail and back-office operations to embed WFM best practice, blending global frameworks with practical, vendor-agnostic approaches that work in any environment. As an ACXPA Accredited Trainer Provider, Call Design ensures every WFM course is industry-recognised, practical and directly relevant to your operation.

About Call Design
Call Design, ACXPA Official Partner

Self-paced online

Self-paced courses for extra flexibility

A lighter, flexible option alongside the live programs

Our live WFM programs remain the gold standard for in-depth skills. For quick introductions or ongoing development, the self-paced library includes a short WFM module plus customer service, call centre, leadership and sales topics.

  • Low cost per person
  • Perfect for shift work
  • No travel or venue costs

From

$9.15

per person a month, ex GST

On the 100-user plan. Individual access is $30 a month.

Explore self-paced courses

Pay monthly · No contracts · Cancel anytime

What’s included

  • Set course pathways designed to build capability in specific skill areas
  • Short, engaging video lessons of around 10 minutes each
  • Workbooks, quizzes and certificates of completion
  • 400+ and growing library of on-demand courses
  • Accessible anytime, on any device, perfect for shift work

Ideal for

  • Quick introductions to WFM
  • Ongoing development
  • Whole-of-centre upskilling

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

WFM training questions

Quick answers to the most common questions about our Workforce Management (WFM) training courses.

Still have questions? Get in touch
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, the courses help you develop the skills needed to optimise staffing, improve efficiency and lift 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, with diverse industry insights and networking opportunities. Private courses are tailored exclusively for your organisation, with 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 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: 1 full day dedicated to real-time performance monitoring and adherence management.
  • WFM Essentials: 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 do the WFM courses cost?
Public courses are $697 per person (ex GST) for Real-Time WFM and $2,797 per person (ex GST) for the 3-day WFM Essentials. WFM for Team Leaders is private only. Private training is quoted per team, with a minimum of 5 participants.
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 customised to align with your operational goals and workforce challenges, including:
  • 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.
Are the courses accredited or aligned to standards?
CX Skills is the official training partner of ACXPA. Our WFM programs are delivered with Call Design, an ACXPA Accredited Trainer Provider, and aligned with the Global Contact Centre CX Standards. They are not part of the national accreditation framework.
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 option while still delivering impactful results: access to industry experts without travel, interactive learning with real-time discussions and case studies, and smaller groups for personalised engagement.
How do I book a course?
Public courses: choose a date in the upcoming live courses list and book online by card, or request an invoice at checkout. Private courses: contact us to discuss your training needs and receive a customised proposal.

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 hit service levels without overspend?

Send one planner to a public course, book training built around your team, or start self-paced today.

See upcoming datesTalk to us about your teamExplore self-paced