UWEBC Master Class on Contact Center Workforce Management

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.

The UWEBC, in collaboration with ICMI, is proud to present the Master Class on Contact Center Workforce Management. The UWEBC is excited to bring ICMI's renowned, national program, exclusively to UWEBC members, at a discounted rate.

This is an unparalleled opportunity to learn an integrated approach to contact center workforce planning based on the realities that managers and analysts face every day. This Master Class not only teaches proven techniques to improve forecasting and scheduling but also allows attendees to practice those techniques with input from an expert instructor. Participants will work through realistic exercises to solve common forecasting, staffing and scheduling challenges, and leave with a laptop full of true-to-life examples they can reference for many years to come.

Following the two, two-day virtual sessions, attendees will have the opportunity to participate in a unique online coaching session with the Master Class consultant and fellow participants to discuss any follow-up questions.

Through seven distinct modules, participants of this 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

Check out an exclusive sneak peek here!

To learn more, contact Roger Paulson at 608-261-1161 or roger.paulson@wisc.edu.

Learn from the best in the fielD

The UWEBC is partnering with ICMI, to bring their national workshop exclusively to UWEBC members. ICMI has been at the forefront of improving customer experiences for over 30 years. They are 100% focused on empowering contact center professionals to improve their skills, advance their career and enhance the performance of their organizations.

The UWEBC is excited to have Laura Grimes, an ICMI Certified Consultant, lead our first offering of the Contact Center Workforce Management Master Class.
Laura Grimes
Laura is CEO of Harrington Consulting Group Inc. She is an experienced consultant with over 20 years of successful business planning, project management, traffic engineering and resource management. Laura draws on her dynamic and innovative background in service and manufacturing operations with high-growth industry leaders. She has developed unique operational solutions for companies facing the challenges of managing multiple skills in multiple centers spanning the globe, including site selection and facility design. She is deft at developing customer relationship strategies and drilling those strategies down to operational plans.

Laura, a frequent speaker at conferences, enjoys sharing her passion for customer service and exploring alternative and innovative ways to efficiently and effectively gain loyalty and retain customers. She has taught and lectured at several universities, and has published many articles on different facets of call center management including strategy development, deployment of resources, motivation of associates and forecasting and scheduling.

Laura is an ICMI-Certified Call Center Management Consultant. She earned her master degree in business administration.

A Comprehensive Curriculum:

  1. The World of Workforce Management:
    • The components of workforce management (WFM)
    • The nine step planning and management process
    • Stages and structures of WFM
    • WFM roles and personalities
  2. Statistics:
    • Statistics fundamentals and tools
    • Charting and utilizing data
    • VLOOKUP, conditional formatting and pivot tables
  3. Forecasting:
    • Criteria for effective forecasting
    • Forecasting models and tools
    • Examining and cleaning data
    • Estimating true demand
  4. Staffing and Scheduling:
    • The workload/capacity balance
    • Staffing models and processes
    • Shrinkage groups
    • Adding new channels to the mix
    • Net-zero staffing
    • Scheduling task forces and processes
    • Multi-skill and interval scheduling
    • Skills-based routing
  5. Real-Time Management:
    • Proactive planning
    • When to react
    • Root cause analysis
    • Service level accountability
  6. Data That Works for You:
    • Data administration by system
    • Developing metrics and managing data
    • Reporting
  7. Summary and Next Steps:
    • Conclusion
    • Extending the Value of WFM
    • Action Planning

Master Class Dates

Registration for this master class includes two, two-day virtual sessions:

Virtual Experience

The UWEBC will be hosting the Master Class virtually to provide a safe and convenient way for all to attend. Registrants will receive more information on how to access the Master Class one week prior to the first session.

Who Should Attend?

The Master Class is ideal for directors, managers and professionals responsible for contact center workload forecasting and staff scheduling.


Through September 4 $2,895
September 5 – October 16 $3,195


Bulk Registration Discount Available

If your company will be sending three or more employees to the Master Class, you can bulk register and receive a discount of $100 per person. Please contact Roger Paulson at roger.paulson@wisc.edu or 608-261-1161 for more information on bulk registration.

Alfonso GutierrezQuestions about the Contact Center Workforce Management Master Class? Contact Practice Director Roger Paulson at 608-261-1161 or roger.paulson@wisc.edu./p>

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