Program Details
Objectives :
- Know the Forecasting-Staffing-Scheduling process in contact center operations, and the factors that influence.
- Know the factors that influence the staff scheduling.
- Learn how to do real time management to achieve Service Level target.
- Improve skills in forecasting – staffing – scheduling processes using excel spread sheet.
Outline :
1. WFM Introduction
- What is WFM process ?.
- Impact on poor WFM process.
- Contact center unique environment and the impact to Resource Planning.
- Key forecasting terminology.
- Calculate Shrinkage Factor.
2. Forecast Contact Volume
- Collecting data need for the forecasting process.
- Time Series Forecasting.
- Direct Method Forecasting.
- Index Factor Method Forecasting.
3. Calculate Staff Required
- Using Excel spread sheet to calculate staffing resources.
- Installing Erlang C Add-in application.
- Calculating Monthly Staff Required.
- Calculating Daily Staff Required.
- Calculating Interval Staff Required.
4. Staff Scheduling
- Calculating Schedule Requirements.
- Creating Schedule Pattern.
- Schedule Implementation.
- Scheduling Challenges.
- Scheduling Considerations.
- Schedule Optimization.
5. Real Time Management
- Daily Performance Tracking.
- Real Time Tracking.
- Reaction Strategy.
- Reforecast.
- Managing Interval Activities.
- Managing Schedule Adherence.
6. KPI Workforce Planner
- Volume Forecast Accuracy.
- Staffing Forecast Accuracy.
- Schedule Forecast Accuracy.
Other Information
Target Participants:
- WFM Planner
- Desk Control
- Manager
- Supervisor
Duration : 2 Days Program
