What are the benefits of taking a workforce management course?


Regardless of what industry you work in, one of the most important steps in furthering your career and ensuring operational success is to always be on the lookout for learning opportunities. By grabbing these with both hands, it's possible to stay on top of the latest trends within your industry, and ensure you and your team are operating as productively as possible.

Within the contact center industry and beyond, one of the most commonly misunderstood and neglected aspects of improving productivity is workforce management. Fortunately, learning about this part of contact center operations doesn't have to be a challenge, with a range of different workforce planning courses available.

Investing in the right tool is only the start of improving your contact center's efficiency.

The benefits of workforce planning courses

In an industry where personnel play a vital role in both service and cost, the importance of workforce planning in contact centers is plain and simple. By improving your business' staffing and scheduling processes, you'll be able to rest easy knowing that people are always in the right place at the right time, providing the best customer experience possible.

In addition, the right workforce management tools can provide a wealth of other benefits. For example, monitoring staff performance and predicting future business needs to ensure your organization is never caught short.

Of course, simply investing in the right workforce management solution is only the start of improving your contact center's efficiency. You need to ensure that everyone understands workforce planning basics regardless of the tool. You'll also need team leaders who understand the impact of some of their decisions, and attending a workforce planning course specifically designed for them will help ensure you get the best results possible.

Without the right knowledge, even the best workforce management tools won't be able to perform at their best. A Team Leader Essentials Workforce Management course will help team leaders get the very best out of WFM tools.

Learning the contact center workforce management fundamentals

Call Design's three-day Workforce Management Essentials course is part of our workforce optimization program, and is suitable for everybody from forecasters and schedulers through to real time analysts and contact center managers. Most importantly, the course focuses on industry best practices, rather than a specific product. This means anybody can learn the essentials of workforce management, regardless of existing business processes or experience with certain WFM tools. We also offer a one day Team Leader Essentials course, which teaches the workforce planning principles that will help team leaders be more effective.

Attendees will learn about the whats, whys and hows of workforce management, providing a firm foundation for the more practical elements later on in the course, such as scheduling and performance analysis. This ensures that graduates of the program will be equipped with an understanding of not just how to use WFM tools, but why they are so important in contact centers and other businesses.

To learn more about the Workforce Management Essentials course, get in touch with the Call Design team today, or read about or course offerings for more information.

Meltdown and Spectre Vulnerabilities - Call Design's Position

On the 3rd of January 2018, three new vulnerabilities were released that have been grouped together and called Spectre and Meltdown. These are not traditional software based vulnerabilities but are inherent in the very fabric of modern Intel and ARM processor chips.

Because these vulnerabilities are within the processors, operating systems and applications that run on top of these processors are vulnerable and the only real way to resolve hardware issues like these is to replace those processors or update their firmware which is not very practical. We recognize as do our partners that the only way to tackle these latest hardware based vulnerabilities is to make the physical-layer vulnerabilities inaccessible and this needs to be accomplished at an operating System and potentially application layer.

Call Design’s current position is first to ensure that our systems continue to be appropriately patched with updated anti-virus and malware protection from leading vendors. We note that some operating system patches have been released that have caused existing systems and applications to fail and we are therefore cautious in the application of any of these Spectre and Meltdown patches without comprehensive testing.

We will continue to monitor the situation closely seeking advice from various trusted vendors including Microsoft and Aspect as well as our firewall and network providers to ensure that all advice is followed and that recommended patches are tested to ensure that they do not introduce new problems before being applied.

Peter Salmon
Call Design

Blue APACHE Case Study – Call Design