Capacity Management Training

This training consists of the following courses:

• Excel for WFM

• WFM Overview

• Theory of Variability

• Call Arrival Process

• Single-Skill Systems

• Multi-Skill Systems

• Multi-Channel Systems

Maximize your course experience by ensuring you possess a strong command of the English language and are comfortable using Excel. While previous knowledge isn't necessary, it's essential to bring an enthusiasm for advancing your WFM expertise coupled with basic Excel skills.

Completing this program will enhance your comprehension of capacity management's impact within operational frameworks. You'll also learn to navigate complex staffing environments including single-skill, multi-skill, and multi-channel configurations. Additionally, this training will guide you toward crafting an improved capacity plan for your contact center, poised to return dividends for your professional growth while effectively managing staffing levels.

Capacity managers, WFM managers and forecasters with the desire to understand the required capacity plan calculations and processes in their own contact center environment.