Contact Center Workforce Management Certification Workshops, 2012 Schedule Announcement From BenchmarkPortal

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The BenchmarkPortal Contact Center Workforce Management workshop will tackle issues like schedule adherence, shrinkage and volume forecasting. Topics will also include gathering data, forecast production, schedules and budgets. This year, BenchmarkPortal is offering this course with more in-person locations and new live online workshops.

Contact Center Workforce Management Certification

Contact Center Workforce Management Certification

BenchmarkPortal is announcing their contact center training schedule for Workforce Management Certification, ( The new schedule includes more in-person locations and new live online workshops.

The BenchmarkPortal contact center Workforce Management Certification training course covers the entire workforce management process- from the gathering of data to the production of forecasts, schedules and budgets. We include lessons that benefit attendees from any size organization, large and small, with real-world examples of solutions that work in practice - not just theory.

Participants will come to understand the processes that make up the foundation of an effective workforce management practice. They will learn the best ways to gather the right data at the right time to maximize call center scheduling and staffing. They will also learn results reporting for effective decisions and actions.

The course includes information on how to build forecasting models that work; how to use Excel to do time series modeling; and how to build an Erlang C-based staffing model. Among the course topics are options for building staff plans to meet budget and scheduling needs and results reporting that drives effective decisions and actions. Also covered in this course is a change management approach to overcome the “Big Brother” syndrome.

View the in-depth WFM Training Workshop Curriculum »

Small class size allows for one-on-one interaction with the instructors, as well as networking opportunities with colleagues and industry peers. Participants also leave with “take aways” that are meant to enable them to make a real difference in their centers.

Participants in these workshops typically include Contact Center Managers, Workforce Managers, Supervisors, Directors and Vice Presidents. BenchmarkPortal courses are designed to enable these leaders to better manage their call centers and strengthen relationships with other departments. Every attendee receives complete course documentation and a comprehensive workbook.

All BenchmarkPortal call center training courses include access to a complimentary Benchmarking Report and web-ex style presentation of the individual’s benchmarking results with their College instructor. Managers report that they really appreciate the combination of interactive classroom work along with personalized focus on individual needs and challenges. This approach is considered to be unique to BenchmarkPortal's College of Call Center Excellence training.

Learn more about the BenchmarkPortal Contact Center Workforce Management Certification Workshop »

  • Indianapolis, IN - Feb. 23-24, 2012
  • Live Online - April 4-6, 2012
  • Live Online - Aug. 1-3, 2012
  • Call Center Campus, Las Vegas, NV, Nov. 5-9, 2012

About BenchmarkPortal
BenchmarkPortal is the leader in Contact Center Benchmarking, Contact Center Certification, Contact Center Training and Contact Center Consulting. Since its beginnings in 1995 under Dr. Jon Anton of Purdue University, BenchmarkPortal has grown with the customer service industry and now hosts the world's largest call center metrics database. Currently led by Bruce Belfiore, the BenchmarkPortal team of professionals has gained international recognition for its call center expertise and innovative approaches to Best Practices for the customer service industry. Listen to CallTalk, the first online talk show specifically focused on the customer service industry. Bruce Belfiore- along with industry experts- will dive into current discussions regarding best practices and ways to improve your center. BenchmarkPortal’s Web site can be found at BenchmarkPortal, (


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