http://callcentermanagementforum.com/ Call Center Management Forum Tag: Workforce en Fri, 10 Sep 2010 13:55:08 +0000 http://callcentermanagementforum.com/topic/understanding-workforce-management-tools#post-90 Sun, 30 Aug 2009 10:55:12 +0000 contact manager 90@http://callcentermanagementforum.com/ <p>Understanding WFM is understanding the business, any manager should have a basic understanding of this.....</p> <p>Contact Manager </p> http://callcentermanagementforum.com/topic/understanding-workforce-management-tools#post-14 Sat, 28 Mar 2009 14:21:09 +0000 Pete R 14@http://callcentermanagementforum.com/ <p>Hi Mads,</p> <p>Very fair comment, any other suggestions? </p> http://callcentermanagementforum.com/topic/understanding-workforce-management-tools#post-3 Fri, 27 Mar 2009 16:56:10 +0000 Mads Singers 3@http://callcentermanagementforum.com/ <p>Hi Pete, </p> <p>Interesting post, as I used to work with WFM myself, I can understand where you are coming from with that question. I think though most managers have their view and understanding of the work force management part of the business and what's needed is in the individual cases certain aspects of it. </p> <p>I would maybe work on some more overall general knowledge, maybe a presentation etc to bring out the standard thing and from there you can work with the specific people to see what they lack the most.</p> <p>Kind Regards<br /> Mads </p> http://callcentermanagementforum.com/topic/understanding-workforce-management-tools#post-2 Fri, 27 Mar 2009 16:43:54 +0000 Pete R 2@http://callcentermanagementforum.com/ <p>Hi,</p> <p>My name is Pete and I am currently working on a training course for getting managers (specially new one's) into the workforce mangement site of the call centre business, some managers have a very good understanding of how the call centre works, but quite a few really have very little understanding and how can you surrive in mangement without understanding the fundementals of the business you're driving? </p> <p>I would be happy if anyone could come with suggestions on what topics and area's should be covered in a training like this, as I would imaging a good few of you have been through this process?</p> <p>Dont be shy!</p> <p>BR<br /> Pete </p>