Go From Reactive WFM Operator
to Strategic Leader.
This is our flagship A-to-Z course, the complete system for mastering the four pillars of WFM:
Data Management, Forecasting, Scheduling, and Intraday Management.
Are You Trapped in the "WFM Fire-Fighting" Cycle?
Your day starts with a dozen emails about high call volume. You're constantly adjusting schedules, pulling agents off projects, and staring at a service level that’s in the red again.
You feel less like a strategic planner and more like a professional fire-fighter.
Are you tired of...
Building forecasts in messy spreadsheets that always seem to be wrong?
Creating "efficient" schedules that lead to agent burnout, high shrinkage, and constant complaints?
Constantly reacting to daily call volumes instead of proactively planning for them?
Struggling to justify your staffing and scheduling decisions to leadership in a way they understand?
This isn't just "part of the job", it's a reactive trap. WFM Fundamentals is the complete system to get you, and your team, out of it for good.
This is the A-to-Z System
You Were Never Taught
This isn't just theory. WFM Fundamentals is a comprehensive, step-by-step blueprint for running a world-class WFM operation.
We'll take you through the four pillars of Workforce Management and give you the models, tools, and language to master each one. You will move from guessing to knowing.
What You Will Master Inside:
Data Management
You can't forecast without clean, reliable data. This teaches you how to get it, clean it, and store it.
Learn: Where to find the essential data you need from your ACD, CRM, and other systems.
Build: A reliable, single source of truth for all your WFM reporting and analysis.
Master: How to identify and correct for data "outliers" (like system outages or holidays) so they don't corrupt your entire plan.
Forecasting
Stop relying on "gut feelings." We'll teach you the data-driven models to predict your workload with precision.
Learn: The different forecasting models (from simple to advanced) and when to use each one.
Build: A reliable, long-range forecast that accounts for seasonality, business drivers, and special events.
Master: How to present your forecast to leadership with unshakeable confidence.
Scheduling
Go beyond just "filling seats." Learn to build schedules that balance business needs with employee satisfaction.
Learn: The right way to calculate and apply shrinkage, so it stops destroying your plan.
Build: Highly efficient schedules and shift rotations that agents actually like.
Master: How to manage complex, multi-skill environments and non-phone workloads.
Intraday Management
Stop staring at the real-time display in a panic. Learn to manage the day before it goes off the rails.
Learn: The "playbook" for what to do when volume is too high (or too low).
Build: A clear communication and action plan for your operations partners.
Master: The key intraday metrics that matter more than just service level (and how to report on them).
Who Is This For?
This course is built for anyone who needs to build or manage a high-performing WFM system.
CX & EX Leaders who understand that a poor WFM system is the root cause of bad customer experience and high employee burnout.
WFM Analysts & Managers who want the complete, proven system to run their department.
Contact Center Directors & VPs who need to install a reliable WFM operating model in their organization.
New WFM Professionals who want to start their careers with the right foundation (and get ahead faster).
Operations & Finance Leaders who want to truly understand the "why" behind the staffing numbers.
Your Complete WFM Toolkit
This course includes everything you need to implement what you learn.
12+ Hours of On-Demand Video Training (across 4 key modules)
(across 4 WFM Pillars)
The WFM Fundamentals Digital Workbook
A Library of Pre-built Excel Models & Templates
(for data, forecasting, and more)
Complete Your Enrollment