products & services
QPC MIG
Front and back office management information for reporting, analysis and integration
IEX TotalView
Hosted and managed workforce management solution and system enhancements
QPC ACD MIS
MI systems for Siemens Realitis & BT FeatureNet
QPC Integration Layer
Exchange data between your critical business systems
Training & development
Resource Planning courses
Introduction

Workforce Management 123
> Course detail
> Booking form

Resource Planning -
intraday management
> Course detail
> Booking form

Resource Planning 456
> Course detail
> Booking form
QPC Séntrel
Skills management, learning management, eLearning and virtual class systems
Consulting
Strategy and operational advice
Services & support
training & development Career path and performance improvement focussed training and development to benefit your employees, your business and your customers
Introduction
QPC provide 3 intensive and enjoyable courses to provide essential skills to help you to improve your resource planning:
  • Workforce Management 123 - this 2 day course covers the fundamentals of workforce management, needed to match contact demand with agent numbers. During the course you will learn forecasting and scheduling principles, have the opportunity to apply these to several contact centre scenarios, be able to ask questions on specific issues and learn from the experiences of others.
  • Resource Planning - intraday management - making sure that agents are in the right place at the right time during every hour of every day is the front line of resource planning. This 1 day course will give you the essential skills and knowledge you need to be able to react quickly to unexpected changes in call loads and staffing levels, and, manage attendance and adherence better so you can attain your service level goals reliably.
  • Resource Planning 456 - our 1 day course for managers will give you the tools you need to audit your present operation, define a clear set of operational goals and create a cogent strategy covering technology, people and processes. So, you will get workforce management right for your contact centre both now and in the future.