Course overview
This course provides a comprehensive introduction to modern workforce management in customer experience operations. Learners will explore scheduling principles, real-time queue monitoring, intraday management, and the deployment of machine learning models for automated forecasting and operational decision-making.
- Explain the core principles of workforce scheduling and agent capacity planning
- Monitor real-time contact center queues and identify service level deviations
- Apply machine learning insights to manage intraday shrinkage and agent adherence
- Utilize AI-driven forecasting models to predict customer demand and automate scheduling adjustments