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Post-2: Full-day ICMI Workforce Management Principles

Todd Gladden  (Business Associate, ICMI)

Date: Friday, September 10

Time: 8:30am - 4:30pm

Pass Type: Live All Access Pass - Get your pass now!

Track: Post-Conference Training/Workshop

Session Type: Workshop

Vault Recording: TBD

This 1-day course looks at developing foundational knowledge and skills in workforce management for contact centers. Learn how workforce management (WFM) is defined, and explore the components of the planning and management process of the contact center. Gain a better understanding of service level/response time objectives, data collection and forecasting, real-time management, and reporting and analysis that will enable you to more effectively and efficiently manage your center. (No previous workforce management is required.)