WFM-Academy
Do you want to study at your own pace, at moments that are convenient for you? It’s possible at CCmath’s WFM-Academy.
All training courses are filled with next-level knowledge that every WFM professional should have. You will continuously be challenged and tested through video lectures, quizzes, assignments, and in contact with your personal trainer.
Forecasting
During the Forecasting training, you will first learn the essential background needed to understand what forecasting is about. Expect a challenging course with exciting new tools and ways of understanding the mechanisms behind customer behavior as we take you on a deep dive into forecasting.
Capacity
The Capacity training brings you a comprehensive overview of how capacity management is implemented in contact centers. We dive into multiple mechanisms that enable you to realize your service level. In addition, you will learn all about shift scheduling in single-skill, multi-skill, and multi-channel blended contact centers.
Intraday
Through the Intraday training course, you will get a broad, integral overview of intraday management. Be prepared to embrace our multi-disciplinary training that combines the necessary forecasting, capacity management, and customer behavior basics, focusing on intraday-level tools and targets.
Forecasting
During the Forecasting training, you will first learn the essential background needed to understand what forecasting is about. Expect a challenging course with exciting new tools and ways of understanding the mechanisms behind customer behavior as we take you on a deep dive into forecasting.
Capacity
The Capacity training brings you a comprehensive overview of how capacity management is implemented in contact centers. We dive into multiple mechanisms that enable you to realize your service level. In addition, you will learn all about shift scheduling in single-skill, multi-skill, and multi-channel blended contact centers.
Intraday
Through the Intraday training course, you will get a broad, integral overview of intraday management. Be prepared to embrace our multi-disciplinary training that combines the necessary forecasting, capacity management, and customer behavior basics, focusing on intraday-level tools and targets.
“The WFM-Academy helped me to get a profound and in-depth understanding of the logic and mathematical principles concerning the WFM process. It helped me gain knowledge of why things work the way they do and apply it in my daily life. The modules are accessible and can even be done during the commute. The feedback and assistance from the teachers are fast, and when needed, additional personal guidance is offered.
When you want to gain more experience and understanding of the numbers behind WFM, this is your next step!”
Jordi Castel
"After completing the Capacity training, I have in-depth knowledge of how capacity planning works and what factors we can improve our existing process to make it more efficient. The content was easy to understand, the learning experience was smooth, and the constant support from my mentor Siqiao Li was amazing!"
Divyesh Ramani
Do you prefer hands-on training?
We offer a curriculum covering every aspect of Workforce Management since we believe that optimizing WFM processes starts with qualified WFM professionals.
Our trainers and assessors have academic backgrounds and years of experience in data science, business analytics, or mathematics. Both beginners and the most advanced professionals can gain new practical insights and methods to attain their next-level.
