Contact Center Workforce Management Special Interest Group Meeting 

Approaches to Contact Center Schedule Development and WFM Practices for Back-Office Activities 
August 23, 2018 09:00 AM - 03:00 PM 
Take away new ideas for optimizing contact center workforce management efficiency and effectiveness by comparing strategies and practices with other UWEBC member companies.

Find out more about the Contact Center Workforce Management SIG here

The Contact Center Workforce Management Special Interest Group is a forum for those with operational responsibility for WFM functions in their contact centers to discuss and compare strategies and practices. Over the course of several sessions, the SIG will meet to have conversations around topics selected by the SIG’s Steering Committee and participants. Each day-long meeting focuses on 1-2 WFM issues/challenges/opportunities.

Discussions at this meeting will center on two key contact center workforce management activities:

  • Scheduling contact center agents to achieve performance objectives
  • Workforce management practices with respect to back-office work activities

Who Should Attend: Participation in this SIG is by invitation only and is limited to those with operational responsibility for contact center workforce management (WFM) or - in organizations where WFM component activities are split among specialized teams - those with responsibility for volume forecasting, capacity planning, or staff scheduling. All participants are required to register. To learn more about the Contact Center Workforce Management SIG or to register, please contact Roger Paulson.  

Agenda Items:
9:00 AM Opening Remarks and Plan for the Day
9:15 AM Approaches to Scheduling – Small Groups
10:45 AM Break
11:00 AM Scheduling Issues/Challenges Discussion – Full Group
12:00 PM Lunch
12:45 PM Small Group Practice-Sharing Discussion
  Option 1: WFM Practices for Back-Office Activities; Option 2: Shrinkage Minimization Practices
2:00 PM Break
2:10 PM WFM for Back-Office Activities Issues/Challenges Discussion – Full Group
2:40 PM Debrief Shrinkage Management Discussion
2:55 PM Wrap-Up and Upcoming Meetings Preview
3:00 PM Adjourn
Pyle Center 
Location Address:
Jen Anderson, 608-890-1406, 

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