COPC® Best Practices Workshop for Workforce Management

Live Virtual Training * November 10 - 11, 2020

8:30am - 12:30pm
U.S. Central Time (UTC-06:00)

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COPC® Best Practices Workshop for Workforce Management (WFM) is a unique combination of our virtual classroom training and real-world case studies. Were you recently promoted into a WFM role and need training? Are you struggling with the balance of achieving service objectives within budget? If you answered yes, this workshop is for you!

 

This workshop will help WFM Managers and Managers in customer experience organizations to gain a better understanding of workforce management and the best practices to make it a success. Our goal is to provide strategies and techniques needed for any WFM program.

 

You Will Learn the “Four Pieces” of the WFM Puzzle:

  • Forecasting
    Define what inputs should go into your long and short-term forecasts and who should be providing those; and identify and measure forecast accuracy metrics.
  • Demand Requirements
    Implement capacity planning strategies; and evaluate short term demand planning for scheduling purposes.
  • Scheduling
    Best practices for minimizing the variation between the demand requirements and staff capacity.
  • Real Time Management
    Select what your organization should be managing beyond schedule adherence; and design metrics for success and balancing service level or ASA, abandonment rate, and utilization and occupancy.

Please join us for this short workshop (two half-days) to gain a better understanding of Workforce Management, and the best practices to make it a success.