WFM University: Redesigning Workforce Management Training
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I was part of a Workforce Management Team in a contact center where schedule adherence was a measurable goal. We needed consistent, accurate training delivered to every associate, in every location. The project sponsor asked me to convert a PowerPoint into a training video. I created a training video ... and then six more. This slide deck details the project and creation of WFM University.
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PASS (Pre-Arrival Success Strategies) is a free online course for students who will be studying with the International College of Manitoba (ICM) in subsequent terms. The course is designed for students who wish to get a head start on their studies. The course is led by ICM alumni who mentor prospective students in navigating the complexities of their new education system.
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WFM University: Redesigning Workforce Management Training
- 2. Original Format • Instructor led session delivered by various individuals in seven Operations sites • Standard PowerPoint presentation used by all facilitators in a two-hour session • Difficult to officially track attendance • Impossible to measure knowledge • Information provided to learners varied by facilitator
- 3. Improved Format • Offer specific, consistent information to all associates, in all sites • Tailor the content by site, where necessary • Provide interactive lessons that allow associates to apply what they’re learning to real-world situations • Measure learning outcomes and address learning opportunities before associates begin taking calls • Offer an on-demand learning solution available to any associate, any time – not just new associates • Follows a road trip theme that takes associates on an adventure to each site as they reach learning objectives
- 4. Inviting Learners • WFM Team associates contact newly hired associates via email during their first week of classroom instruction. • They introduce the WFM Team and invite them to complete training. • On-site trainers include WFM Training in their learning plan, so learners have completed the course prior to WFM’s in-person visit.
- 5. WFM University Landing Page
- 6. Course Itineraries • Lessons can be mixed and matched to meet the needs of various sites across the nation. • Itinerary pages provide “GPS navigation” for learners. • Each site has an coordinating worksheet
- 7. Course Worksheets • Can be printed and completed by hand or saved and filled in digitally. • Learners check off courses as they are completed and log their quiz scores. • They can also make notes of topics to review before the final, or of questions they want to ask during the in- person session
- 8. Course Description and Launch Page
- 9. Completion Certificates • Once learners have successfully completed their WFM Training, they receive a certificate of achievement. • To earn their certificate, learners must meet established goals for percentage of content viewed, score at least 80 percent on assessments and attend the in-person session.
- 10. Conclusion • Consistent learning experience offered to all associates, in all sites. • Validate completed training with tracking and reporting tools. • Ensure associates have the appropriate knowledge and resources to achieve their goals. • Provide a resource to support both new and experienced associates.