CX Skills training
Ready to put this into practice? Save 25% on WFM training
This Member Byte gives you the foundations. These live CX Skills courses help you and your team apply them, and every public course is 25% off for ACXPA members.
Specialist WFM training, delivered by Call Design
For planners and leaders WFM Essentials Forecasting, Erlang C, shrinkage, scheduling and real-time management. The full foundations of workforce management, with no prior experience needed. View course For real-time analysts and managers Real-Time WFM Protect the day when reality doesn't follow the plan. Learn to track what's happening, analyse it and recommend the right intervention. View course For team leaders WFM for Team Leaders Rosters, shrinkage, coverage and the Power of One, so your team leaders understand the numbers that land with them every day. View course
Management courses with WFM built in
For team leaders Call Centre Operations Management for Team Leaders Covers forecasting, staffing and Erlang C, service level versus occupancy, and the Power of One, so you know what the numbers mean and how to act. View course For managers Introduction to Contact Centre Management The holistic view of running a contact centre, including a full module on calculating workload, rostering to demand and an introduction to Erlang. View course For managers Contact Centre Management Fundamentals Heavily operations-focused, with sessions on forecasting, shrinkage and demand to staffing, and the role and limits of Erlang C. View course
