WFM Training & Courses
Elevate your team's operational intelligence with expert-led, product-agnostic curriculum designed for WFM planners, regardless of their industry.
WFM Foundations
54 Lessons | 6 QuizzesCore concepts of workforce management: Forecasting, Capacity Planning, Scheduling, Real-Time Monitoring & Performance Analysis, Reporting and Analytics.
Key Outcomes
- Master core workforce management principles and end-to-end planning lifecycle fundamentals
- Build baseline volume forecasts, Erlang C capacity models, shrinkage, and FTE requirements
- Design workable shift schedules, manage intra-day performance variances, and track core WFM KPIs
Curriculum Modules
WFM Excellence
34 Lessons | 4 QuizzesAdvance your WFM maturity: Stakeholder Management and Communication, WFM Technology and Tool Selection, Back Office and Non-Voice WFM, WFM Maturity: Assessment, Training and Continuous Improvement.
Key Outcomes
- Build persuasive stakeholder communication and executive alignment strategies for planning decisions
- Navigate WFM vendor selection, evaluate software platforms, and draft functional RFP requirements
- Apply WFM principles to back-office & non-voice workflows and audit operational maturity for continuous improvement
Curriculum Modules
WFM Specialist
22 Lessons | 3 QuizzesSpecialised operational structures: Omnichannel and Digital Channel Staffing, International and Multi-Site WFM, The WFM Business Case and ROI.
Key Outcomes
- Model multi-channel concurrency, handle digital channel staffing (chat, email, messaging), and manage workload distribution
- Plan across multi-site and international operations, managing time zones, local rules, and distributed teams
- Build comprehensive financial WFM business cases, quantify ROI, and justify workforce management investments
Curriculum Modules
WFM Mastery
26 Lessons | 3 QuizzesStrategic leadership and future of WFM: AI and Automation in WFM, WFM Beyond the Contact Centre, Employee Wellbeing and Shift Work.
Key Outcomes
- Evaluate and implement AI, machine learning algorithms, and automated scheduling tools in workforce management
- Expand WFM practices into non-traditional environments like retail, healthcare, logistics, and field service operations
- Integrate shift work ergonomics, circadian rhythm planning, and employee wellbeing into sustainable schedule design
Curriculum Modules
Resource Library
26 Practitioner Appendices (A–Z)Comprehensive reference library, playbooks, frameworks, worked examples, and operational toolkits built for workforce management practitioners.
Practitioner Resource Index (Appendices A–Z)
Training Programme FAQs
Are these courses tied to a specific WFM system?
No. All courses are completely product-agnostic. We teach the operational mathematics, compliance logic, and planning principles that apply to any WFM platform (NICE IEX, Verint, Calabrio, Peopleware, etc.).
Do participants receive any completion recognition?
Participants who complete the curriculum receive a rightWFM Letter of Attendance confirming the modules covered and hours of training. This is a practitioner record, not a third-party accredited qualification. Our courses are designed for hands-on operational impact, not for academic credit.
Can these courses be customised for our planning team?
Yes. For organisations with 5+ planners, we can customise curriculum modules to directly reflect your specific routing setups, collective labour agreements, and tooling workflows.
Looking to train a workforce planning team?
We provide custom schedules, group rates, and tailored modules to fit your collective labour agreements and tooling stack.
Let's talk WFM