Contact Center Workforce Management Special Interest Group Meeting 

Establishing WFM Team Deliverables; Improving the Efficiency of the Team; Training and Development Resources; Practices with Outsource Partners 
July 25, 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 four topics:

  • Establishing and defining performance objectives, deliverables, activity cadence and success measures for the WFM function/team
  • Improving WFM processes and efficiency
  • Training and development resources and practices for WFM professionals
  • WFM processes and practices when working with contact center outsource partners

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 WFM Deliverables and How Success Is Measured – Part 1
  In Small Groups
10:00 AM WFM Deliverables and How Success Is Measured – Part 2
  Full Group
11:00 AM Break
 
11:15 AM Training and Development Resources for WFM Professionals
 
11:30 AM Lunch
 
12:30 PM Improving the Efficiency of the WFM Team - Part 1
  In Small Groups
1:15 PM Break
 
1:30 PM Improving the Efficiency of the WFM Team - Part 2
  Full Group
2:15 PM WFM Practices with Outsource Partners
 
2:45 PM Wrap Up and Upcoming Session Preview
 
3:00 PM Adjourn
 
 
Location:
Pyle Center 
Contact:
Events Team, 608-262-1145, UWEBCevents@wisc.edu 

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