25th anniversary ribbon

Past Meeting Assets

Getting the Most Benefit From a WFM Tool; Working with Remote Agents; Open Forum with WFM Expert Laura Grimes 
October 24, 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.
Establishing WFM Team Deliverables; Improving the Efficiency of the Team; Training and Development Resources; Practices with Outsource Partners 
July 25, 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.
Scope and Activities of WFM Teams; Making the Case for Creation or Expansion of a WFM Team; Change Management Practices When Transitioning to a Performance Management Culture 
May 23, 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.
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.
Intraday Performance Management and Shrinkage Adjustment Practices 
November 29, 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.
Approaches to Contact Center Schedule Development and WFM Practices for Back-Office Activities 
August 23, 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.
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.
Kickoff Meeting 
February 07, 2018 - 09:00 AM - 03:00 PM
Meet fellow participants in the group, learn how other organizations have structured their workforce management functions and contribute your ideas for topics to be discussed at future sessions.
© 2000-2023 UW E-Business Consortium, University of Wisconsin-Madison. All rights reserved. Site credits»