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 11 months 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 11 months ago by Member
Hi Mads,
Very fair comment, any other suggestions?
Posted 6 months ago by Member
Understanding WFM is understanding the business, any manager should have a basic understanding of this.....
Contact Manager
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