Opleiding: WFM Capacity Training (4-daags)
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:
- March 5, 2026
- March 12, 2026
- March 19, 2026
- March 26, 2026
This training is led by Dutch-speaking trainers and can be attended either in person or online. The in-person sessions will be held in Amstelveen, Nijkerk, or a location based on participant preferences and circumstances.
Duration and Fees:
- 4 days
- €3,450 (excl. VAT)
- Trainer: Ronald Baars
Registration
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!
Note that this training is conducted in cooperation with NEXT wfm, a leading workforce management consultancy in the Netherlands.
