The complete, practical guide to workforce management takes the reader through the step-by-step processing of forecasting workload, calculating staff, creating schedules, tracking daily performance, and managing the numbers in a call centre.
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Call Centre Staffing - The complete, practical guide to workforce management takes the reader through the step-by-step processing of forecasting workload, calculating staff, creating schedules, tracking daily performance, and managing the numbers in a call centre.
Free Staffing Software - Quikstaff - an easy to use staffing calculation tool to determine staffing needs and evaluate staffing, service and cost trade-offs.
Course Workbook - 170 page workbook of the course material.
Sessions covered in the two-day course include: Data gathering and analysis, Forecasting call centre workload, Planning resource requirements, Understanding staffing tradeoffs, Scheduling principles, Managing daily principles, Managing attendance and adherence.
The cost to attend this event is NZD$2,295 + GST per person, including 170 page course workbook, course text, software, lunch and refreshments.
Dates: Wednesday 30th & Thursday 31st May 2012
Venue: Rendezvous Hotel, 71 Mayoral Drive & Corner Vincent Street, Auckland
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