Contact Center Workforce Management Master Class with ICMI

While effective forecasting and optimal staffing of contact center teams have always been critical for delivering an exceptional customer experience while managing costs, this is doubly important in challenging times like the present.

To help our member companies strengthen their contact center workforce management acumen during this period of unprecedented uncertainty, the UWEBC, in collaboration with ICMI, is pleased to present a Master Class on Contact Center Workforce Management. This special event will be held virtually over the course of two, two-day sessions for a safe and convenient way for all to participate.

Participants will learn proven methods to improve forecasting and scheduling from ICMI's renowned national program, held exclusively for UWEBC members, at a discounted rate. The Master Class will enable UWEBC members to practice leading-edge techniques with guidance from ICMI's expert consultant, Laura Grimes.

Through seven distinct modules taught over four live interactive virtual sessions (Oct 21-22 and 28-29), participants in the Master Class will learn:

• The fundamentals of workforce management.
• The workforce management development cycle.
• Understanding and using basic statistics.
• Performing the key functions of the workforce management process:
  • Proper data administration
  • Accurate forecasting
  • Long-term staff planning
  • Short-term planning and scheduling
  • Proactive planning
  • Reporting and data visualization