data management
Key Focus & Deliverables:
This focused training is designed to move your WFM operations from relying on fragmented data to operating with absolute confidence in your metrics. It centers on the CLEAR Data Framework—a proprietary methodology for ensuring data integrity and usability.
Data Foundation Building: Step-by-step guidance on mapping operational data flows, from customer contact to agent performance.
Integrity and Trust: Practical techniques for cleaning historical data, identifying and resolving data integrity issues, and establishing data governance practices specific to a contact center environment.
The WFM Lifecycle Start: Understand exactly how data feeds directly into Forecasting, Capacity Planning, Scheduling, and Real-Time Management, making it the most critical starting point for all WFM functions.
What You Will Learn:
How to conduct a "Data Detective" exercise to audit your current WFM data sources.
The connection between poor data quality and common WFM failures (e.g., inaccurate forecasts and staffing shortages).
Best practices for integrating data from multiple technology platforms for a unified view.
Strategies for building a CLEAR Scorecard to continuously monitor and improve data quality.
COMPLETE THE FORM BELOW TO START YOUR ENROLLMENT!
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