Opleiding: WFM for Experts Training (3-daags)
Advance your expertise with our WFM for Experts training. Designed for experienced WFM professionals, this programme provides in-depth insights into customer behaviour, capacity planning, and the optimisation of complex contact center environments.
Led by Ger Koole, Siqiao Li, and Elena Garlati, the training combines advanced methods with hands-on practice. You will gain a deeper understanding of WFM modelling, performance management, and real-world problem-solving, supported by expert guidance and interactive discussions.
Programme Overview
This 3-day training programme is designed for experienced planners, forecasters, traffic managers, and WFM consultants who want to strengthen their analytical and strategic capabilities. It offers a practical and advanced approach to understanding and improving contact center performance.
Key Components
- Customer behaviour and Erlang models
- Arrival processes and variability in call volumes
- Workload and AHT forecasting techniques
- Shift scheduling and capacity planning
- Simulation of multi-skill and multi-channel environments
- Integrating KPIs and operational objectives
- Skill-based routing, call blending, and real-time management
- Applied WFM tools and data-driven decision making
Training Days
- June 3, 2026
- June 10, 2026
- June 17, 2026
Duration and Fees
- 3 days
- €2,750 (excl. VAT)
Recommended extension
Would you like to explore the future of WFM? Add a fourth day dedicated to AI, Machine Learning, and Generative AI and their practical applications. This advanced session, led by Ger Koole and Elena Garlati on June 24, 2026, expands the training with emerging technologies transforming forecasting, scheduling, and real-time optimisation. More information can be found here.
- Non-technical introduction to Machine Learning and AI
- Applications of AI in WFM, with a focus on forecasting and staffing
- Non-technical introduction to GenAI and Large Language Models
- Application of GenAI to forecasting
- Opportunities and risks of working with GenAI
"I highly recommend the WFM for Experts 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 organisation."
Daniela Gagea, Workforce Optimisation Manager at Wix.com
Registration
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.
We invite you to join this comprehensive training programme and enhance your workforce management expertise. Feel free to reach out if you would like further details. We look forward to supporting your professional development in WFM.
