Contact Center Workforce Management Special Interest Group Meeting 

Scope and Activities of WFM Teams; Making the Case for Creation or Expansion of a WFM Team; Change Management Practices When Transitioning to a Performance Management Culture 
May 23, 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
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Description:

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 three topics:

  • Benchmarking and comparison of scopes of responsibility and key activities of multi-person WFM teams
  • Justifying the formation or expansion of a dedicated WFM team
  • Approaches to introducing and managing WFM-related change (e.g. deploying a WFM tool for first time, changing scheduling practices, etc.)

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 Making the Business Case for Creating or Expanding a WFM Team
 
10:00 AM Scope and Activities of Members’ WFM Teams
  Small Groups
11:15 AM Break
 
11:30 AM Scope and Activities of Members’ WFM Teams
  Full Group
12:15 PM Lunch
 
1:15 PM Change Management Strategies When Implementing a WFM Tool and/or Transitioning to a “WFM Culture”
  Small Groups
2:00 PM Break
 
2:15 PM Change Management Strategies When Implementing a WFM Tool and/or Transitioning to a “WFM Culture”
  Full Group
2:50 PM Wrap-Up
 
3:00 PM Adjourn
 
 
Location:
Pyle Center 
Contact:
Events Team, 608-262-1145, UWEBCevents@wisc.edu 

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