In today’s dynamic business landscape, mastering Workforce Management (WFM) concepts is crucial for optimizing operations and ensuring efficiency. Key metrics like Average Handle Time (AHT), Shrinkage, Occupancy, and Utilization play vital roles in workforce planning and performance management. Traditional classroom settings often fall short in delivering the hands-on, practical understanding these concepts require. Enter the Flipped Classroom approach—an innovative educational strategy that transforms the way you learn and apply WFM principles
