Capacity Management Training
November–December 2026 | on-location in Zeist | Dutch
Elevate Your Capacity Management Skills
Are you a Capacity Manager looking to elevate your expertise and make a greater impact in your contact center? Join our Capacity Management training and take your skills to the next level. Led by renowned WFM expert Ronald Baars, this exclusive programme combines advanced, science-backed insights with valuable opportunities to learn from and connect with fellow professionals. Don’t miss your chance to strengthen your capabilities and expand your professional network.
Programme Overview
This intensive 4-day programme is designed for Workforce Management (WFM) professionals who are ready to deepen their knowledge of capacity management. By the end of the course, participants will be fully equipped to build effective capacity plans for single-skilled environments and will gain the expertise to analyse, optimise, and enhance existing capacity plans.
Key Components:
- Insight into the complete WFM process
- Tasks and responsibilities within the capacity management cycle
- Arrival processes and arrival patterns
- Erlang C and Erlang X models
- Improve Excel knowledge and create practical files supporting the capacity plan
- Build a single-skilled capacity plan and understand what adjustments are needed for multi-skilled environments
- Reporting, analysis and advisory skills
Training Days:
- November 26, 2026
- December 3, 2026
- December 10, 2026
- December 17, 2026
This training is led by a trainer who speaks both English and Dutch. Sessions are conducted in English by default, and in Dutch when all participants are Dutch-speaking. Training takes place online by default, but in-person sessions can be arranged in Amstelveen or Zeist. Contact us to discuss the options that work best for you.
Duration and Fees:
- 4 days
- €3,450 (excl. VAT)
- Trainer: Ronald Baars
Registration
To register, please fill out the form below. For further information, contact us via email at info@ccmath.com or call +31 (0)20 26 12 523.
We invite you to join this comprehensive training programme to significantly enhance your capacity management skills. Please don’t hesitate to reach out if you have any questions or need further information. We are excited about your participation and look forward to supporting your professional growth in WFM!
Upon successful completion of the training, participants will receive a certificate of completion.
Note that this training is conducted in cooperation with NEXT wfm, a leading workforce management consultancy in the Netherlands.
Do you want a head start?
Go visit WFM-Academy, our e-learning platform. Here you can take courses and training whenever you want, at your own pace.
Follow a full-scale training such as the comprehensive Forecasting program, or try a single course like Multi-Skill Systems or Call Arrival Processes. Through quizzes and assignments, you will be challenged throughout your training, which will be assessed by Siqiao Li PhD.
