Workforce Management


Do you receive too many calls for the number of agents? Follow our WFM trainings to optimize the day-to-day management of your call centre.

The sessions will help your workforce management team reach your service objectives, assign the right number of resources at the right time and carry out long-term, short-term and real-time planning accurately and efficiently. Certain sessions also provide the opportunity to draw up custom files based on your inputs. A certification may be added to each training program upon participants successfully completing an exam. It is the opportunity to highlight the excellence of their work and value their efforts.

Our training programs are:

  • Prise de contact Given at your
    organization
  • Disponibles en anglais Available
    in french
  • Jusqu'à 10 participants Up to 10
    participants
  • Durée du module Workforce management : best practices 4 hours
  • Prix du module Workforce management : best practices 1500$

Workforce management is the most important function in the daily life of a contact center. Discover the industry best practices with regards to efficiently scheduling the proper amount of resources for any given moment in order to respond to the needs of your contact center. Identify the key performance indicators and the benefits measured through them.

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    • Durée du module Conceptualizing shift patterns for your contact center 2 days
    • Prix du module Conceptualizing shift patterns for your contact center 2500$

    Prepare your own schedules with the help of Microsoft Excel in order to have the proper amount of resources for any given moment. Create your call forecasts with the intentions of attaining your service level goals.
    This workshop is suggested for contact centers that do not possess workforce management tools and have limited resources.

    • Consulting approach Consulting approach
    • Customized file Customized file
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    • Durée du module Strategic planning for multi-skill agents 2 days
    • Prix du module Strategic planning for multi-skill agents 2500$ *

    This workshop will guide you with analyzing the tendancies of your contact center, creating forecasts and long term scheduleing based on call volumes and staff turnover. This is done through Excel or software designed by LOEM.
    Discover how to continously update your forecasted schedule through skill based routing.
    By the end of the session, you will have created a personalized scheduling document that you can use year after year

    * E3 session rate per person

    • Consulting approach Consulting approach
    • Customized file Customized file
    • Individual training Individual training
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