WFM-Academy | Advanced Workforce Management Services | CCmath

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. Through video lectures, quizzes, assignments, and in contact with your personal trainer, you will continuously be challenged and tested.

Forecasting

During the Forecasting training, you will first learn the essential background which is needed to understand what forecasting is about. Expect a challenging course with some exciting new tools and new 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 and 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 with a focus on intraday-level tools and targets.

Forecasting

During the Forecasting training, you will first learn the essential background which is needed to understand what forecasting is about. Expect a challenging course with some exciting new tools and new 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 and 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 with a focus 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 in gaining knowledge of why things work the way they do and apply it in my every day. 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!”
Photo Jordi Castel Rabobank
Jordi Castel
Manager Operations & Capacity at Rabobank

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.