WFM for Experts Training

November and December 2024, online or on location
Elevate Your Workforce Management Skills

Are you an experienced Workforce Management (WFM) professional eager to advance your expertise within the contact center domain? Take advantage of our annual ‘WFM for Experts’ training. This exclusive event, led by the renowned professor Ger Koole and supported by a team of experts, offers a unique blend of advanced, science-backed strategies and a platform to connect with peers.

Ger Koole training
Program Overview

The five-day program is specifically designed for WFM professionals aiming to elevate their contact center operations. You will engage with global experts and delve into personal case solutions, ensuring that you gain insights applicable to your unique challenges.

Training Highlights:
  • Scientific WFM techniques for real-world challenges
  • In-depth coverage combining theory, software tools, and practical contact center use
Core Topics:
  • Call Center Performance: Integrating KPIs, Operational Objectives, and Perverse Incentive Management
  • Analytical Techniques: Mastering Variability, Simulations, Customer Behavior Analysis and Erlang Models
  • Merging Theory and Practice in Workload and AHT Forecasting
  • Innovative Strategies: Leveraging Machine Learning, ChatGPT, Mathematical Optimization, Workforce Scheduling and Capacity Planning
  • Operational Dynamics: Streamlining Multi-Channel Operations, Skill-Based Routing, Call Blending, and Real-Time Management
  • Advanced Tools: Utilizing Excel and Beyond for Enhanced WFM Efficiency
Training Details

The program is tailored for experienced planners, forecasters, traffic managers, and WFM consultants who aspire to elevate their expertise. A scientific background is not a prerequisite for this training. CCmath’s expert trainers, Ger Koole PhD, Siqiao Li PhD, Giuseppe Catanese MSc, and Elena Garlati MSc, bring a wealth of knowledge and experience to the program. 

The online training format consists of five days in November and December. It features case studies, interactive lectures, and hands-on exercises. The exact dates of the training are as follows:

  • 14 November 2024
  • 21 November 2024
  • 28 November 2024
  • 5 December 2024
  • 12 December 2024
Cost and Enrollment

The training fee is €3,175 per participant and includes a certification of completion.

"I highly recommend the Advanced WFM training for individuals at any stage of their workforce management career, particularly those from small or newly established teams that do not have access to a complex suite of WFM tools, or anyone looking to level up their knowledge. It's an excellent opportunity for growth, networking, and bringing back valuable insights to your organization."
Daniela Gagea
Workforce Optimisation Manager at

To register, please fill out the form below. For further information, email us at or call +31 (0)20 26 12 523.

We invite you to join this comprehensive training program to significantly enhance your Workforce Management skills. Please do not hesitate to reach out if you have any questions or require further information. We are excited about your participation and look forward to supporting your professional growth in WFM!

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.