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
  • DEMCO
  • 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
Footlocker.com

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

Morgan Mathews
Supervisor, Contact Center Workforce Management
Snap-on

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