| Web Seminars from The Call Center School 90-minute seminars @ $300 each* |
Winter
2010 |
Spring
2010 |
Fall
2010 |
Data Collection and Analysis: Getting Off to the Right Start
Review data sources for WFM process and needed adjustments for aberrations |
Feb 5 |
May 14 |
Sept 17 |
Forecasting Fundamentals: Proven Practices for Predicting Call Workload
Learn strategies for gathering data and applying time-series analysis to predict calls |
Feb 12 |
May 21 |
Sept 24 |
Calculating Call Center Staff: The Math of Call Center Staffing Tradeoffs
Apply Erlang and other staffing calculations and evaluate service and cost tradeoffs |
Feb 19 |
May 28 |
Oct 1 |
Scheduling Principles and Problems: Solutions to Scheduling Challenges
Discuss scheduling issues and identify schedule optimization strategies |
Feb 26 |
June 4 |
Oct 8 |
Managing Daily Service Levels: An Intra-Day Guide to Managing Staff and Service
Monitor intra-day developments and make adjustments to optimize staff and service |
Mar 5 |
Jun 11 |
Oct
15 |
Introduction to Workforce Management: An Overview of the WFM Process
Define WFM, its importance in the c ll center, and the detailed steps of the WFM process |
Jan
29 |
May 7 |
Sept 10 |
Performing a Workforce Management Audit
Identify strengths, weaknesses, and strategies for improving the WFM process |
Mar 12 |
June 18 |
Oct 22 |
Advanced Forecasting Techniques: Fine-Tuning Workload Predictions
Hear proven practices for improving the accuracy of your workload forecasts |
Mar 26 |
June 25 |
Oct 29 |
Skill-Based Routing Design: Balancing Customer, Agent, and Center Needs
Optimize routing plans to send each call to person best able to handle it |
Apr 9 |
July 9 |
Nov 5 |
Skill-Based Routing WFM Challenges: Forecasting and Scheduling for SBR Scenarios
Match workforce properly to your center’s skill-based routing design |
Apr 16 |
July 16 |
Nov 12 |
Attendance and Adherence: Getting and Keeping Bodies in Seats
Identify strategies for improving attendance and managing intra-day schedule adherence |
Apr 23 |
July 23 |
Nov 19 |
