Workforce Optimisation Training Courses
Workforce Optimisation training courses are primarily designed to help you improve efficiencies in your workforce by designing rosters and workflows that align to the peak periods of customer demand.
An effective Workforce Optimisation strategy (aka Workforce Management) can deliver a range of benefits including:
- Cost reduction (reducing or eliminating wastage of resources that are rostered on when there is insufficient demand).
- Improving the customer experience (better roster design can improve wait times, reduce abandoned calls etc).
- Improve the employee experience (flexible rosters, ensuring there are sufficient resources so employees don’t feel overwhelmed etc)
- Modelling & forecasting (enabling you to predict future requirements and model different scenarios that can assist with business cases, process optimisation and so on).
Whilst there are many environments that Workforce Optimisation can be applied to, the CX Skills courses focus primarily on Contact Centres, the Back Office and Retail. You can learn more about each of the courses by clicking the buttons below or scrolling to the bottom to see all upcoming courses.
Available WFM Courses
In partnership with the Australian WFM experts, CallDesign, we offer four different courses that you can learn more about by clicking on the boxes below.
Purchase tickets now for upcoming public WFM Courses
You can purchase tickets directly to any of the upcoming WFM courses listed below. You can purchase as little as one ticket and payment can be made instantly via credit card or you can request an invoice for payment.
December 2024 Real-Time WFM for Contact Centre Analysts
Online via Zoom Price: $697.00 AUD ex GSTThe December 2024 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.
February 2025 Real-Time WFM for Contact Centre Analysts
Online via Zoom Price: $697.00 AUD ex GSTThe February 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.
February 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 February 2025 WFM for Contact Centre Team Leaders training course.
February 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 February 2025 WFM Essentials training course delivered by the WFM experts at CallDesign.
March 2025 Real-Time WFM for Contact Centre Analysts
Online via Zoom Price: $697.00 AUD ex GSTThe March 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.
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.
April 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 April 2025 WFM for Contact Centre Team Leaders training course.
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: $2,797.00 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.
June 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 June 2025 WFM Essentials training course delivered by the WFM experts at CallDesign.