Contact Center Workforce Management Special Interest Group 

Intraday Performance Management and Shrinkage Adjustment Practices 
November 29, 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 2-3 WFM issues/challenges/opportunities.

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

  • Approaches to managing intraday contact center performance
  • Strategies and practices around planning and adjusting for schedule shrinkage

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 Intraday Management Approaches and Practices – Small Groups
10:45 AM Break
11:00 AM Intraday Management Issues/Challenges Discussion – Full Group
11:45 AM Lunch
12:30 PM Approaches to Managing High-Variability Queues – Full Group
1:00 PM Shrinkage Management Approaches and Practices – Small Groups
2:00 PM Break
2:15 PM Shrinkage Management Issues/Challenges Discussion – full group
2:45 PM Open Forum Discussion
2:55 PM Wrap Up and Upcoming Sessions Preview
3:00 PM Adjourn
Pyle Center 
Location Address:
Events Team, 608-262-1145, 

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