Contact Center Workforce Management Special Interest Group Meeting 

Establishing WFM-Related KPIs for Agents and the Contact Center; 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
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Description:

The Contact Center Workforce Management Special Interest Group is a forum for those with operational responsibility for WFM functions in their contact centers to discuss and compare strategies and practices. Over the course of several sessions, the SIG will meet to have conversations around topics selected by the SIG’s Steering Committee and participants. Each day-long meeting focuses on 2-3 WFM issues/challenges/opportunities.

Discussions at this meeting will center on two key contact center workforce management activities:

  • Establishing WFM-related performance objectives (metrics and KPIs) for agents
  • Establishing WFM-related performance objectives (metrics and KPIs) for the contact center
  • Reporting on performance
  • Schedule adherence guidelines, goals and management strategies

Who Should Attend: Participation in this SIG is by invitation only and is limited to those with operational responsibility for contact center workforce management (WFM) or - in organizations where WFM component activities are split among specialized teams - those with responsibility for volume forecasting, capacity planning, or staff scheduling. All participants are required to register. To learn more about the Contact Center Workforce Management SIG, please contact Roger Paulson.

 
Location:
Pyle Center 
Contact:
Events Team, 608-262-1145, UWEBCevents@wisc.edu 

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