SCHEDULING
Key Focus Areas:
This training provides a deep dive into the art and science of schedule creation, blending operational necessity with workforce satisfaction. It centers on the proprietary D4 Scheduling Framework.
Shrinkage Modeling: In-depth coverage of how to accurately calculate and incorporate planned (e.g., meetings, training, vacation) and unplanned (e.g., sick leave, tardiness) shrinkage into staffing requirements.
Agent Experience (EX) Optimization: Techniques for creating fair, transparent schedules that reduce burnout and improve agent satisfaction without sacrificing service levels.
Service Level & Occupancy Trade-offs: Practical methods for using Erlang C concepts (or similar modeling) to calculate the precise staffing needed to achieve service goals (e.g., 80/30) and manage agent occupancy.
Who Should Enroll:
WFM Schedulers and Analysts who directly manage shift creation and assignment.
Operations Supervisors who manage agent adherence and need to understand the constraints and flexibility within the published schedules.
Contact Center Leaders focused on improving Employee Experience (EX) through transparent and fair scheduling practices.
By mastering the Scheduling component, you move beyond simply filling shifts to creating an optimized workforce deployment plan that protects service quality, minimizes unnecessary overtime, and boosts agent morale.
COMPLETE THE FORM BELOW TO START YOUR ENROLLMENT!
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