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»