22. September 2011

Come Into The Call Center School’s Classroom: Proven WFM Strategies and Best Practices

InVision Software, one of the leading international providers of cloud-based workforce management (WFM) solutions for contact centres, is going to present the market-leading training classes of The Call Center School. On Tuesday, October 4th, 2011, the half-day workshop of The Call Center School will take place at the Barceló Stirling Hotel in Stirling, Scotland, and on Wednesday, October 5th, 2011, the tour stops at the Cedar Court Hotel in Huddersfield, England. The two workshops are all about improving service, reducing costs and increasing workforce productivity in contact centres.

Attendees of these events will learn proven techniques from the world’s leading contact centres about how to make the most of the personnel resources. Ten different case studies will illustrate how these contact centres have implemented new processes and strategies that have improved service delivery to customers, reduced costs, increased workforce productivity, and improved staff satisfaction and retention. In addition, all participants will have the opportunity to work in small groups to discuss particular items of concern in their own operation. At the end of the workshops, each participant will receive a Call Centre Strategies Workbook, a Power of One Book, and the White Paper “The Mathematics of Call Centre Staffing: Managing a Workforce by the Numbers”. The fee for attending one of these half-day workshops is £30.

The events will be led by Maggie Klenke, Co-Founder of The Call Center School, and co-author of several textbooks that support the Call Centre Manager curriculum at the University of Phoenix, e.g. Call Centre Staffing – The Complete Practical Guide to Workforce Management, Business School Essentials for the Call Centre Leader, and Call Centre Supervision – The Complete Practical Guide to Managing Frontline Staff.

More details on the workshops, the agenda, and the link to the registration form can be accessed here:

  • Tuesday, October 4th, 2011, Barceló Stirling Hotel in Stirling, Scotland:


  • Wednesday, October 5th, 2011, Cedar Court Hotel in Huddersfield, England: