Special Web 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. 
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 »
Agenda Items:
  • Wednesday, October 21
  • Thursday, October 22
  • Wednesday, October 28
  • Thursday, October 29
  • 8:30 AM Master Class Session
    10:00 AM Break
    10:15 AM Master Class Session
    11:30 AM Lunch Break
    1:30 PM Master Class Session
    3:00 PM Break
    3:15 PM Master Class Session
    4:30 PM Adjourn
    Events Team, 608-262-1145, events@uwebc.wisc.edu 


    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 to web for the foreseeable future..

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