WFM- WorkForce Management Fundamentals – Fall 2019

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  • WorkForce Management Fundamentals
    October 8, 2019
    8:30 am - 4:30 pm

Don’t miss this one-day crash course in WorkForce Management (WFM) that’s suitable for beginners and anyone who learned WFM by trial- and-error.

You will learn about all aspects of WFM-  planning, forecasting, scheduling, intra-day and reporting- and how WFM affects Operations, and vice-versa.

This is the only instructor-led WFM workshop available in Canada.


Contact Centre Basics

  • Evolution of Call and Contact Centres
  • Contact Centre architecture and technologies
  • Contact Centre operations:
    • Performance indicators (Service Level, ASA, occupancy, abandoned calls, blocked calls)
    • Queuing theories – Erlang B, Erlang C
    • WFM and the role of the WFM team


  • Work load
    • Call Volume history
    • Call drivers – important analyses
  • Determining a Target Service Level
  • Resource Analysis
    • staff requirements
    • trunk  requirements
    • what-if  analysis
    • force flexibility
    • Capacity Planning and Budgets


  • How to forecast call volumes (monthly, weekly, daily)
  • Adjusting forecasts
  • Staff requirements
  • Forecasting horizon


  • Shrinkage
  • Required tours
  • Tour assignment / schedules
  • Schedule Adherence – and the impact on WFM
  • Scheduling horizons

Intra-day and Reporting

  • Schedule adjustments
  • Tracking and adjusting for actual workload
  • Alert systems
  • Performance reporting and analysis
  • Continuous improvement

Your workshop leader, Turaj Seyrafiaan is a respected independent consultant who specializes in process optimization, benchmarking and business analysis. Turaj has a Master of Engineering from McGill University and an MBA from McMaster University, and teaches Contact Centre Management at Seneca College.


Venue Phone: (416) 240 7511

Venue Website:

600 Dixon Road, Toronto, Ontario, Canada, M9W 1J1



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