Call Center Management Forum | Management tools and resources
Understanding workforce management tools
Hi,
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?
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?
Dont be shy!
BR
Pete
BR
Pete
Pete
Responses
Posted 1 year ago by Key Master
Hi Pete,
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.
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.
Kind Regards
Mads
Mads
Posted 1 year ago by Member
Hi Mads,
Very fair comment, any other suggestions?
Posted 1 year ago by Member
Understanding WFM is understanding the business, any manager should have a basic understanding of this.....
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