Contact Center Workforce Management Special Interest Group 

Long-Range Staffing/Capacity Planning and Contact Volume Forecasting Practices 
June 07, 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 member companies' strategies and practices with respect to two key contact center workforce management activities:

  • Long-range staffing/capacity planning
  • Forecasting contact volumes (including for particular scenarios such as multiple channels, agent skills and support tiers)

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 & Plan for the Day
9:15 AM Introductions/Get to Know Fellow Participants
9:45 AM Workload Forecasting Practice Sharing Discussion - Small Groups
11:15 AM Break
11:30 AM Workload Forecasting Issues/Challenges Discussion - Full Group
12:30 PM Lunch
1:15 PM Long-Range Capacity Planning Practice Sharing Discussion - Small Groups
2:15 PM Break
2:25 PM Long Range Capacity Planning Issues/Challenges Discussion - Full Group
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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