ESSENTIALS TRAINING COURSES

Our range of on-site training courses is designed to improve staff performance, hone management skills and optimize workforce processes. No course lasts more than three days, but that short time is used to its maximum potential. Your Call Design consultant will pack in everything from how to effectively forecast and plan contact arrival patterns to setting challenging yet achievable KPIs, empowering staff and encouraging task ownership, coaching and providing feedback, and many more skills – depending on the course.

Almost all of Call Design’s Essentials courses can be learned without needing a particular brand of software. No matter your company and no matter your preferred software vendor, these training packages have been built to teach industry best practice, and can be adopted into any existing infrastructure.

Workforce Management Essentials
Workforce Management Essentials

Learn the principles and practical skills that are essential for all workforce planning initiatives, including forecasting, scheduling, analysis and contingency planning.

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Quality Management Essentials
Quality Management Essentials

Discover where you, your company, and your customer experience can improve. You'll learn how to form quality improvement goals, how to achieve these, and how to measure their success.

Performance Management Essentials
Performance Management Essentials

Improve the performance of your agents by setting clear goals, empowering staff, encouraging ownership, evaluating and rewarding performance, and ensuring next actions are clear.

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Manager Essentials
Manager Essentials

Ensure your managers are at the top of their game. They'll learn how to effectively manage a team, monitor staff performance, provide insightful coaching and keep staff engaged.

WFM Essentials for
Back Office Operations
WFM Essentials for
Back Office Operations

A part of our WFO Program, this course teaches the principles and practical skills that will empower your WFM consultants and forecast analysts to implement successful workforce planning across back office functions. It does not rely on any particular brand of software.

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Back Office Operations Essentials
for Contact Center WFM
Back Office Operations Essentials
for Contact Center WFM

A part of our WFO Program, this course teaches the principles and practical skills necessary to implement successful workforce planning across the back office areas of a contact center.

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