WFM Masterclass: Learn Step-by-Step with Certification

Learn WFM Step by Step

From Real time Metrics, Scheduling to Planning and Forecasting.

Topic included - SLA, AHT, Occupancy, Utilisation, Adherence, Conformance, ASA, Attrition, Shrinkage, Call Capacity, Real Time, Scheduling, scheduling efficiency, schedule influx, FTE calculation, Lost Labor, Calculation of different metrics by Erlang, Shift Bid, IDP or Heatmaps, Fill rate, through put, forecast variance, AHT Glide Path, Capacity Planning, Resource Planning, AHT Forecast Variance, Basics of Erlang and how it is useful in WFM, Forecasting methods i.e, Average, moving average, weighted average, Exponential Smoothing, Arima.

Learn in detail, Example if the topic is Shrinkage then understand every detail i.e., what is Planned and Unplanned Shrinkage and how they bifurcated into In-office Shrinkage and Out of Shrinkage.

Learn different question asked in Interviews related to each topic. For example what is the difference between Occupancy and Utilization, what is the relation on Service Level with Occupancy and how can you prove their relationship.

Please find templates/Excel/Material related to all videos to practice for with own hypothetical numbers. Prepare your own notes from them and also keep them as reference for interview purpose.

Also, learn Interview Questions related to each video that can help both a beginner and person who is in already in WFM.