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Mastering Contact Center Workforce Management; Strategies for Success

Mastering Contact Center Workforce Management; Strategies for Success

$299.00
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Mastering Contact Center Workforce Management: Strategies for Success

Mastering Contact Center Workforce Management: Strategies for Success

This comprehensive course is designed to equip contact center professionals with the knowledge and skills necessary to effectively manage their workforce and achieve success. Participants will receive a certificate upon completion, issued by The Art of Service.

This course is:

  • Interactive and engaging, with hands-on projects and gamification
  • Comprehensive, covering all aspects of contact center workforce management
  • Personalized, with flexible learning options and progress tracking
  • Up-to-date, with the latest industry trends and best practices
  • Practical, with real-world applications and actionable insights
  • High-quality, with expert instructors and high-quality content
  • Certified, with a certificate issued by The Art of Service upon completion
  • Flexible, with lifetime access and mobile-accessible learning
  • Community-driven, with a community of learners and instructors


Course Outline

Chapter 1: Introduction to Contact Center Workforce Management
  • Defining Contact Center Workforce Management
  • Benefits of Effective Workforce Management
  • Key Challenges in Contact Center Workforce Management
  • Overview of the Course
Chapter 2: Understanding Contact Center Operations
  • Contact Center Structure and Organization
  • Contact Center Technologies and Systems
  • Contact Center Metrics and Performance Indicators
  • Contact Center Culture and Employee Engagement
Chapter 3: Forecasting and Scheduling
  • Introduction to Forecasting and Scheduling
  • Methods for Forecasting Contact Volume
  • Creating Effective Schedules
  • Managing Schedule Adherence and Conformance
Chapter 4: Staffing and Training
  • Determining Staffing Needs
  • Recruiting and Hiring Contact Center Agents
  • Training and Onboarding New Agents
  • Ongoing Training and Development
Chapter 5: Performance Management and Coaching
  • Setting Performance Goals and Expectations
  • Monitoring and Evaluating Agent Performance
  • Coaching and Feedback Techniques
  • Managing Underperformance and Disciplinary Actions
Chapter 6: Quality Management and Monitoring
  • Defining Quality in the Contact Center
  • Methods for Monitoring and Evaluating Quality
  • Creating a Quality Management Program
  • Using Quality Metrics to Drive Improvement
Chapter 7: Employee Engagement and Retention
  • The Importance of Employee Engagement
  • Strategies for Improving Employee Engagement
  • Managing Turnover and Retention
  • Creating a Positive Work Environment
Chapter 8: Technology and Tools for Workforce Management
  • Overview of Workforce Management Technologies
  • Using Workforce Management Software
  • Implementing Automation and AI in the Contact Center
  • Best Practices for Technology Implementation
Chapter 9: Analytics and Reporting for Workforce Management
  • Introduction to Contact Center Analytics
  • Using Data to Drive Workforce Management Decisions
  • Creating Effective Reports and Dashboards
  • Using Analytics to Drive Business Outcomes
Chapter 10: Strategic Planning and Leadership
  • Defining a Strategic Vision for the Contact Center
  • Creating a Workforce Management Strategy
  • Leading and Managing a High-Performing Team
  • Communicating Effectively with Stakeholders
Chapter 11: Best Practices and Industry Trends
  • Best Practices for Contact Center Workforce Management
  • Industry Trends and Emerging Technologies
  • Case Studies and Success Stories
  • Future of Contact Center Workforce Management
Chapter 12: Final Project and Course Wrap-Up
  • Final Project: Creating a Workforce Management Plan
  • Course Review and Wrap-Up
  • Next Steps and Continuing Education
  • Final Q&A and Support
Upon completion of this course, participants will receive a certificate issued by The Art of Service, demonstrating their mastery of contact center workforce management strategies and best practices.

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