The Call Center School in conjunction with Invision Software are holding two half-day workshops on 4th October 2011 in Stirling, Scotland and 5th October 2011 in Huddersfield to share best practices in workforce optimisation.

Hear about ten different case studies where contact centres have implemented new processes and strategies that have improved service delivery to customers, reduced costs, increased workforce productivity, and improved staff satisfaction and retention.

Specifically, you will learn to:

Evaluate your speed of answer goals to balance service strategies with budget constraints.Evaluate how you measure forecast accuracy and how to improve it.Rethink the definition of the “ideal agent”.Review costs and proper balance of overtime versus idle time.Educate supervisors and agents on the “Power of One” in contact centre staffing.Apply behavioural techniques to improve schedule adherence.Define non-traditional schedules to improve schedule fit and employee satisfaction.Outline ways to introduce more flexibility into your scheduling process.Re-think traditional measures of performance to get better actionable data.Identify ways to evaluate more “what if” analysis into the workforce planning and daily management process.

The workshop will be led by Maggie Klenke, Co-Founder of The Call Center School, and co-author of several textbooks that support the Call Centre Manager curriculum at the University of Phoenix, e.g. Call Center Staffing – The Complete Practical Guide to Workforce Management, Business School Essentials for the Call Center Leader, and Call Center Supervision – The Complete Practical Guide to Managing Frontline Staff.

You will also hear about how contact centres around the world are addressing today’s workforce challenges, and have the opportunity to work in small groups to discuss particular items of concern in your own operation.

Workshop Agenda:

09:00 – 09:30 Introduction and Workshop Overview
09:30 – 11:00 Part 1 – Strategies and Roundtable Workshop
11:00 – 11:15 Morning Coffee/Tea Break
11:15 – 12:30 Part 2 – Strategies and Roundtable Workshops
12:30 – 12:45 Coffee/Tea Break
12:45 – 13:30 WFM Best Practices
13:30 – 14:30 Lunch
14:30 – 15:30 Solutions Roundtable

All attendees will receive:

Call Centre Strategies WorkbookPower of One BookWhite Paper about: The Mathematics of Call Centre Staffing: Managing a Workforce by the Numbers

The participation fee for attending this event is £30.

Please click here to register.