WFM and AI Training
November 25, 2026 | online | English
Training Overview
This full-day training provides a practical, non-technical introduction to AI and its application to contact center workforce management. You will work with AI, Machine Learning, and Generative AI in the context of forecasting, staffing, and operational decision-making. The training blends theory with real examples from contact centers, illustrated with simple demonstrations in Excel and Python (no coding experience required).
Who is this for?
This training is designed for WFM professionals, planners, and analysts who want to understand how AI can support their work, without needing a technical background.
What you will learn
- A non-technical introduction to AI and one of its main fields, Machine Learning
- Applications of AI and ML to WFM, including forecasting, replacing Erlang-based staffing, and optimisation methods for shift scheduling
- The main technical innovations that made Generative AI possible
- How GenAI can use textual information to generate forecasts that go beyond historical data alone
- How GenAI will likely impact contact centers and how organisations and employees can prepare for it
Your trainers
Ger Koole PhD is a full professor of business analytics at Vrije Universiteit Amsterdam and science lead at CCmath. Koole is a specialist in both AI (especially reinforcement learning) and WFM.
Elena Garlati MSc is a forecasting specialist at CCmath and PhD student at Vrije Universiteit Amsterdam. Her research focuses on the application of GenAI to contact center forecasting.
Practical details
The training takes place on November 25 during working hours in the Netherlands. The fee is €750 (excl. VAT). Participants receive a certificate upon successful completion.
More dates and custom training available on request.
Registration
To register, please complete the form below. For any questions, you can contact us at info@ccmath.com or call +31 (0)20 26 12 523.
This training is delivered online via Google Meet. If you would prefer the training to take place on location, this may be arranged on request. Please contact us to discuss the available options.
Feel free to reach out if you would like further details.
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.
