Contact Center Workforce Management Special Interest Group Meeting

Establishing WFM-Related KPIs for Agents and the Contact Center, Reporting Practices and Schedule Adherence Guidelines, Goals and Management Practices

February 14, 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.

Meeting Assets

Discussion Notes
SSM Health Presentation: Leveraging the Power of the "Outside of the Box"

Todd Horn - Workforce Management Analyst - Senior, SSM Health
UWEBC Presentation Slides: Contact Center Workforce Management Special Interest Group

Roger Paulson - Practice Director, UWEBC

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Contact Center Workforce Management Special Interest Group Meeting

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