Check Out the Curriculum

Every lesson is built to be practical, easy to apply, and focused on helping you build a tagging strategy that works in the real world—no fluff, no filler. We use the LOOP Method, a step-by-step learning model that helps you retain and apply what you learn by guiding you through four key stages: Learn the Concept, Observe It in Action, Own the Practice, and Prove the Impact.

    1. 📒 1.1 What Is Workforce Management and Why It Matters

    2. 📒 1.2 Forecasting: Predicting Demand with Confidence

    3. 📒 1.3 Capacity Planning: Matching Staffing to Customer Needs

    4. 📒 1.4 Scheduling: Creating Coverage Without Creating Burnout

    5. 🧠 1.5 Bringing WFM Foundations to Life

    6. 📒 1.6 Real-Time Management: Staying Nimble Throughout the Day

    7. 📒 1.7 Tracking, Reporting, and Analysis: Using Data to Improve, Not Just Watch

    8. 📒 1.8 Making WFM Human: How to Build Trust, Not Surveillance

    9. 🧠 1.9 Making WFM Work for Your Team

    10. 💼 1.10 Stitch Fix: Turning Forecasting into a Competitive Advantage

    1. 📒 2.1 Understanding the True Cost of Labor in CX

    2. 📒 2.2 Overstaffing vs. Understaffing: Finding the Operational Sweet Spot

    3. 📒 2.3 Budget-Conscious WFM: Saving Money Without Cutting Corners

    4. 🧠 2.4 Understanding and Managing Labor Cost

    5. 💼 2.5 Harry’s: Saving Six Figures by Fixing Overstaffing and Shrinkage

    6. ✔️ 2.6 Knowledge Check

    1. 📒 3.1 From Daily Tasks to Big-Picture Thinking: Evolving the WFM Role

    2. 📒 3.2 Aligning WFM with Business KPIs (SLA, CSAT, NPS, Retention)

    3. 📒 3.3 Trusting the Data: Accuracy, Transparency, and Team Buy-In

    4. 🧠 3.4 From Execution to Influence

    5. 💼 3.5 Glossier: When WFM Became a Strategic Growth Lever

    6. ✔️ 3.6 Knowledge Check

    1. 📒 4.1 Building a WFM Function: Roles, Responsibilities, and Ramp-Up

    2. 📒 4.2 Tooling Up: From Manual to Automated WFM Systems

    3. 📒 4.3 Integration Strategies: Making WFM Work with Zendesk, Intercom, and More

    4. 🧠 4.4 Building a Scalable WFM System

    5. 💼 4.5 Brooklinen: Scaling Scheduling with the Right Tools (Without Losing the Team’s Trust)

    6. ✔️ 4.6 Knowledge Check

    1. 📒 5.1 Auditing Your Current State: Where You Are vs. Where You Could Be

    2. 📒 5.2 Building a 30-Day WFM Strategy That’s Executable

    3. 📒 5.3 Presenting Your Plan to Leadership and Driving Adoption

    4. 🧠 5.4 From Audit to Action: Leading Your WFM Strategy

    5. 💼 5.5 Caraway: From Chaos to Clarity in 6 Weeks

    6. ✔️ 5.6 Knowledge Check

    1. 📒 6.1 From Understanding to Action

    2. 📖 Download Your Playbook

About this course

  • $149.00
  • 36 lessons
  • 1 hour of video content