Contact Center Workforce Management Special Interest Group Meeting 

Getting the Most Benefit From a WFM Tool; Working with Remote Agents; Open Forum with WFM Expert Laura Grimes 
October 24, 2019 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 2-3 WFM issues/challenges/opportunities.

Discussions at this meeting will center on four topics:

  • Getting the most benefit from a WFM tool – insights from ICMI's WFM expert Laura Grimes
  • "Open forum" Q&A discussion on any WFM topic with ICMI's WFM expert Laura Grimes
  • WFM practices with remote agents
  • Staff attrition adjustment strategies and practices

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, please contact Roger Paulson.

Agenda Items:
9:00 AM Opening Remarks and Plan for the Day
9:15 AM SME Perspective: Getting the Most Benefit from a WFM Tool
  Laura Grimes, Senior Certified Consultant - ICMI
10:00 AM Q&A on WFM Tool-Related Topics/Issues
10:20 AM Break
10:30 AM WFM-Related Practices - and Challenges - with Remote Agents
11:30 AM Strategies and Practices Around Planning and Adjusting for Agent Attrition
12:00 PM Lunch
1:00 PM Open Forum Discussion on Any WFM Topics with Laura Grimes and Fellow Participants
2:00 PM Break
2:15 PM Open Forum Discussion - Cont'd
2:50 PM Wrap-Up
3:00 PM Adjourn
Pyle Center 
Events Team, 608-262-1145, 


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