Skip to main content

MentorsCX Academy

Courses Support

MentorsCX Academy

Courses Support

Workforce & Forecasting CX Teams | Mentors CX Academy

MentorsCX Academy

Courses Support

Home
Module 9: Building High-Performing CX Teams
5. Workforce Management & Forecasting for CX Teams

Loading video player...

This bootcamp is co-produced withHoratio

Thank you for making this possible

All Courses My Learning

© 2026 MentorsCX. All rights reserved.

mentorscx.com LinkedIn

5. Workforce Management & Forecasting for CX Teams

Support isn't accidental; it’s data-driven planning. Bill demystifies Workforce Management, showing how to forecast demand to prevent burnout while maintaining 25% better SLA consistency. Master capacity planning math to meet peaks without treating agents like numbers in a sheet.

Duration: 7:44

Co-produced by Horatio.

Supporting CX education, innovation, and leadership worldwide.

Instructor

Bill Barcelona

Module 9: Building High-Performing CX Teams

Learn how to build a scalable, high-performance CX organization by empowering agents, transforming QA into a growth engine.

5 lessons • 32 min

Every lesson is free to watch. Sign in to save your progress and earn your certificate.

1. Culture First, Metrics Second: The Foundation of a CX Team

2. Coaching & QA as Strategic Growth Tools

3. Team Structure & Roles That Scale

4. Career Paths & Retention in CX

5. Workforce Management & Forecasting for CX Teams