Become the WFM
Leader Every
Contact Center
Needs.
4 self-paced classes.
Industry-backed curriculum.
Real impact.
“This course is the education I wish I
had when I started in WFM.” —
Juanita Coley, Thee Contact Center
Whisperer
“This course is the education I wish I had when I started in WFM.” — Juanita Coley, Thee Contact Center Whisperer
What You’ll Learn
COURSE STRUCTURE: 4 Classes, 16 Modules
Class 1:
Data Management
Before you can forecast, schedule, or monitor performance, you have to get your data right.
Modules Include:
- What is WFM Data (and Why It Matters)
- Data Sources in Contact Centers
- Data Cleanliness, Integration & Processing
- Understanding Point vs. Time Series Data
- Tools & Techniques for Data Readiness
- [BONUS] Erlang C and Its Role in WFM
You’ll Learn How To:
- Organize raw data into usable formats
- Identify common data gaps and how to fix them
- Choose the right data for different
- WFM functions
- Communicate data meaningfully to
non-WFM leaders
Class 2:
Forecasting
A forecast is not a guess—it’s a strategy. Learn to build forecasts that inform real decisions.
Modules Include:
- Forecasting Fundamentals
- Long-Range vs. Short-Term Forecasting
- Creating Volume Projections
- Setting Service Goals
- Calculating Headcount with Erlang
- Building Budgets and Hiring Plans
You’ll Learn How To:
- Build and explain forecasts using real inputs
- Use historical trends and external factors in planning
- Align staffing projections with business goals
- Explain the forecast in a boardroom or budget meeting
Class 3:
Scheduling
Once you know how many people you need, it’s time to figure out how to schedule them—strategically.
Modules Include:
- Scheduling Fundamentals
- Fixed Schedules: Types, Use Cases, Pros/Cons
- Dynamic Schedules: Bidding, On-Call, Flex
- Hybrid Schedules: Blended Flexibility
- Shift Examples + M-Curve Discussion
- Matching Schedule Types to Business Need
You’ll Learn How To:
- Differentiate between scheduling types
- Align shifts to demand while balancing agent preferences
- Create staffing models that scale with business goals
- Choose the best-fit schedule strategy for any situation
Class 4: Intraday
Management
What happens once the day starts? Intraday strategy is where WFM becomes a real-time performance driver.
Modules Include:
- What is Intraday & Why It’s Crucial
- Queue Management: Monitoring & Intervention
- Agent Management: Shrinkage, Adherence, Occupancy
- Real-Time Adjustments & Thresholds
- The Future of Intraday: AI, Automation & Dashboards
You’ll Learn How To:
- Read and act on real-time performance data
- Make decisions that impact SLAs and agent experience
- Understand when and how to escalate
- Integrate AI and automation into real-time WFM processes
WHAT'S INCLUDED:
- 15+ On-Demand Video Lessons
- Real-World Scenarios and Use Cases
- Downloadable Worksheets + Exercises
- Module-Based Quizzes & Assessments
- Key Terms & Strategy Recaps
- Certificate of Completion
- Lifetime Access to Course Materials
- Access to the WFM Fundamentals Private Community
- WFM Go Beyond Book and Workbook
WHAT'S INCLUDED:
- New WFM professionals looking to upskill fast
- Operations leaders tasked with performance improvement
- CX professionals trying to understand workforce dynamics
- BPO teams who need to build internal WFM capability
- Anyone who needs to understand how to plan, staff, and manage workforce strategy like a pro
Early Bird Special
Launch Special: Enroll Now & Save $299
- Access to all 16 self-paced classes
- Worksheets, quizzes, assessments & scenario practice
- Certificate of Completion
- Bonus: Private WFM Community Access
- Lifetime access + future updates
- Free upgrade to contribute or partner in the Education Hub (Invite Only)
Regular Price: $1,250
Your Pre-Launch Price: $299 (limited time)
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