Resource Planning 456
Resource Planning 456, from QPC, is a fun and intensive 1 day interactive course for those who want to learn more about successfully managing the resource planning function within their organisation. Whether you are solely responsible for resource planning, or manage a team with forecasting, scheduling and intraday staff, this course will help you develop your own resource planning strategy and manage people and processes better, so that you will get workforce management right for your contact centre.
The blended learning format of the course combines taught topics with single/group working and discussion. You will have ample opportunity to apply what you have learned in practical sessions. During the structured discussions you will also have time to ask questions on specific issues that you want help with and learn from the experiences of others and their current practices.
Who should attend?
The Resource Planning 456 course will be of benefit to those responsible for managing the resource planning function within their organisation, both directly and indirectly. Typically this will include resource planning managers as well as the contact centre managers that they report to. The course is also an ideal introduction to managing resource planning for those who will be, or are considering, taking up management responsibility for this crucial operational role.
Course content
How do we win?
- Understanding the responsibilities of the resource planning function within different
contact centres.
- Practical - Where are you now? A practical assessment to discover whether your resource
planning function is Reactive, Tactical or Strategic. What makes them different
and why they are important to you.
Say Ahhh
- Understand the steps and key stages for conducting a health check of your WFM process.
- Explore the key areas and questions to ask whilst conducting a WFM review.
- Practice exercise to carry out a review and audit of a fictitious contact centre.
- Take a look at contact centre KPIs and discuss the various ways we can measure the
contact centre and which ones are most appropriate.
- Define a robust WFM process.
Family tree
- Define the key strategic roles required for the effective maintenance of a WFM function
- Identify where these roles and responsibilities fit in to a WFM process.
- Understand the key responsibilities within the workforce management forecasting,
scheduling, intraday management and reporting processes.
- Practical solution for managing the skills within your contact centre both from
a WFM function perspective and also a wider view of your agent population.
Bring me that Horizon
- Identify the next steps you will take in moving your WFM team up the ratings scale.
- Understand the methodology and steps required to implement a strategy.
- Action Plan - next steps in the review of your own WFM Function
Course materials include a comprehensive printed study guide. Morning and afternoon refreshments and lunch are also included.
More information
For more information or to book a place on the course please contact
t: +1 603 296 1442 e:
sales-na@qpc.com