Resource Planning - intraday management
Resource Planning - intraday management, from QPC, is a fun and intensive 1 day interactive course for those who want to learn more about how to successfully deliver effective intraday management within their organisation. Forecasting and scheduling are key to WFM, however if the plan isn’t managed through robust intraday processes service level targets will not be reached. Whether you are solely responsible for intraday, or manage a team of intraday staff, this course will help you ensure that you have the right skills to deliver on the day management.
The blended learning format of the course combines taught topics with single/group working and discussion. You will have ample opportunity to apply what you have learned in practical sessions. During the structured discussions you will also have time to ask questions on specific issues that you want help with and to learn from the experiences of others.
Who should attend?
The Resource Planning - intraday management course will be of benefit to those responsible for managing an intraday function within their organisation, both directly and indirectly. Typically this will include intraday managers as well as the contact centre managers that they report to. The course is also an ideal introduction to managing intraday and for those who will be, or are considering, taking up management responsibility for this crucial operational role.
Please
click here to book your place.
Introduction to WFM
- Define workforce management.
- List the implications of overstaffing/understaffing.
- Describe why contact centre staffing is a unique kind of problem.
- Outline the perspectives and goals of various stakeholder groups and how WFM impacts
each one.
- List the basic steps of workforce management.
- Evaluate the steps of WFM and their importance and relationship to other steps.
Managing Daily Performance
- Identify the components used to track daily performance.
- Outline the process for intra-day monitoring.
- Identify communications and reaction strategies when alterations are required.
- Practice and discuss what reaction strategies work.
Managing Attendance and Adherence
- Quantify the service, occupancy and cost implications of missing staff.
- Describe the options for setting adherence performance goals and gaining support
from staff.
- Pinpoint the reasons for attendance and adherence problems.
- Identify ways to communicate and educate staff on the 'power of one' in contact
centre staffing.
- Identify reward and consequence programs that support adherence goals.
- Describe software advances in adherence tracking and reporting capabilities and
how to justify them.
- Identify strategies for addressing the most troublesome attendance problems.
People Management
- Identify why customer experience management is important, not only to the operation,
but also to the WFM team.
- Using language effectively to communicate and build rapport quickly.
- Identify and build methods for making decisions the team will support.
- Build effective working relationships through the positive power of NLP modelling.
- Pinpoint ways of dealing with criticism and conflict.
Success has a structure
- Understanding how to turn your WFM goals into a reality.
- Creating an intraday strategy using the Disney creative technique.
- Identify ways of applying the principles of the course practically.
Course materials include a comprehensive printed study guide. Morning and afternoon refreshments and lunch are also included.
Cost
The cost per delegate for the 1 day course is £250 (ex VAT)
Current dates and locations
- 18th November, Birmingham
The courses in Birmingham will be held at Faraday Wharf on Aston Science Park which is easily accessible by road and rail. You can also stay overnight at the Aston Business School conference centre but accommodation costs are not included in the course fee.
Faraday Wharf
Holt Street
Aston Science Park
Birmingham
B7 4BB
Click here for a map and directions
Aston Business School Conference Centre
Aston Triangle
Birmingham B4 7ET
Tel 0121 204 3011
email:
conferenceaston@aston.ac.uk
Visit the Aston Business School website
Booking and more information
To book your place please
click here
For more information on the course please contact Sarah Lloyd
t:01352 705863 e:
sarah.lloyd@qpc.com