25th anniversary ribbon

Contact Center Workforce Management Special Interest Group

Compare notes with peers on effective workforce management practices.

Workforce management is one of the most important planning and management functions in a modern contact center. Effectively forecasting and calculating staffing requirements, creating staff schedules, and tracking a range of related performance metrics are essential to achieving cost and service objectives. Technology exists to automate many of the complex calculations involved, but automation isn’t a silver bullet. Increasing pressure to increase productivity, improve the customer experience, as well as to diagnose and correct operational performance issues – often in real-time these days – have combined to drive a host of new and complex management challenges. The Contact Center Workforce Management SIG was a collaborative forum for experienced workforce managers to discuss shared challenges and to compare notes on strategies and practices for addressing them.

This SIG concluded May 2013. A new SIG dedicated to contact center workforce management launched in February 2018. Find out more»

Read the Workforce Management SIG charter document»

Participating Companies

  • Alliant Energy
  • American Family Insurance
  • Assurant Health
  • Briggs & Stratton Corporation
  • Case New Holland
  • Church Mutual Insurance Company
  • Colony Brands
  • CREE
  • CUNA Mutual Group
  • Duluth Trading
  • Figi’s
  • Footlocker.com
  • Great Wolf Resorts
  • Harley-Davidson, Inc.
  • Kohler Company
  • Madison Gas & Electric
  • Mason Companies
  • Northwestern Mutual Life Insurance
  • QBE the Americas
  • School Specialty
  • Snap-on
  • TDS Telecom
  • We Energies
  • WPS Health Insurance

Steering Committee

Karen Kowieski
Care Center Workforce Manager
American Family Insurance

Jennifer Charles
Customer Care Operations Manager

Lisa Temby
Customer Care Manager, Workforce Management & Quality
School Specialty

Morgan Mathews
Supervisor, Contact Center Workforce Management

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