Special Event 

Contact Center Workforce Management Master Class with ICMI 
October 21, 2020 08:30 AM - October 22, 2020 04:30 PM 
Increase your organization’s return on its contact center staffing investment by learning proven techniques to take your forecasting, scheduling and real-time management performance to the next level. 
Details»
Description:
While effective forecasting and optimal staffing of contact center teams have always been critical for delivering an exceptional customer experience while managing costs, this is doubly important in challenging times like the present.

To help our member companies strengthen their contact center workforce management acumen during this period of unprecedented uncertainty, the UWEBC, in collaboration with ICMI, is pleased to present a Master Class on Contact Center Workforce Management. This special event will be held virtually over the course of two, two-day sessions for a safe and convenient way for all to participate.

Participants will learn proven methods to improve forecasting and scheduling from ICMI's renowned national program, held exclusively for UWEBC members, at a discounted rate. The Master Class will enable UWEBC members to practice leading-edge techniques with guidance from ICMI's expert consultant, Laura Grimes.

Through seven distinct modules taught over four live interactive virtual sessions (Oct 21-22 and 28-29), participants in the Master Class will learn:
  • The fundamentals of workforce management.
  • The workforce management development cycle.
  • Understanding and using basic statistics.
  • Performing the key functions of the workforce management process:
    • Proper data administration
    • Accurate forecasting
    • Long-term staff planning
    • Short-term planning and scheduling
    • Proactive planning
    • Reporting and data visualization


Learn more about the Contact Center Workforce Management Master Class and register »
 
Contact:
Events Team, 608-262-1145, events@uwebc.wisc.edu 

COVID-19

UW–Madison is monitoring the COVID-19 situation in collaboration with local, state and federal agencies. Based on the campus’ guidance, the UWEBC will be adjusting our events scheduled through 2020.

Helpful Resources

For more information on attending events, check out our FAQ page.

Please double-check the location of any meeting you attend and read our parking information page.

If you are having problems viewing a live webcast of a meeting, visit our webcast help page.

© 2000-2020 UW E-Business Consortium, University of Wisconsin-Madison. All rights reserved. Site credits»