ICMI Training Catalog

OPERATIONS for directors, managers, analysts, and supervisors… Workforce Management: The Basics and Beyond Optimize performance through effective workforce management practices! Increasing the accuracy of your forecasts and schedules can save you tens of thousands of dollars, month after month. With the knowledge and skills you gain at this eye-opening, hands-on seminar, you’ll strengthen your value to the organization. Whether you use a WFM system or handle forecasting and scheduling with Excel, you’ll learn how to improve data quality, build accurate stafﬁng models, and develop schedules that meet business demands and agent preferences. Learn the most effective ways to: Improve quality of historical data Increase forecast accuracy Use tools to build better forecasts and schedules Integrate stafﬁng needs for other channels into schedules Create a plan to “react in advance” Develop a tiered stafﬁng approach that improves efﬁciency and morale Account for the impact of advanced routing scheme Prepare for the future with long-term models Dates and Locations: July 15-16 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Chicago, IL September 23-24 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Toronto, ON November 11-12. . . . . . . . . . . . . . . Ponte Vedra, FL (Seminar Symposium) $1,395 ICMI member | $1,695 non-member* Register at www.icmi.com/workforce or call 800.672.6177 “This was an exceptional use of my time. [I would recommend this course to] our call volume managers. They need to understand the details of these principles indepth.” — David Mackie, Director, Fidelity RAINING 2008 6 *Non-member price includes a complimentary one-year membership to ICMI. Your membership begins when you attend the seminar. 2-DAY http://www.icmi.com/workforce

Table of Contents Feed for the Digital Edition of ICMI Training Catalog

ICMI Training Catalog Schedule at a Glance Essentials Operations Strategy People Technology On-Site Seminars Web Seminars

For optimal viewing of this digital publication, please enable JavaScript and then refresh the page. If you would like to try to load the digital publication without using Flash Player detection, please click here.