Contact Center Workforce Management Special Interest Group

Gain new insight into improving your contact center workforce management outcomes by sharing and discussing approaches with fellow practitioners.

The Contact Center Workforce Management Special Interest Group is a collaborative learning forum for those with operational responsibility for the workforce management (WFM) function — or any of its constituent activities of volume forecasting, staff capacity planning and staff scheduling — within their organization’s customer contact center(s).

Over the course of several sessions, this SIG will provide an opportunity for participants to:

  • Discuss contact center forecasting, capacity planning and scheduling topics of mutual interest.
  • Formulate new ideas for addressing WFM-related issues and challenges by learning about the effective strategies and practices of other organizations.
  • Meet fellow WFM professionals and develop a network of peers that can be tapped into on an on-going basis.

Participation in the Contact Center Workforce Management SIG is reserved for those with operational responsibility for contact center WFM or in organizations where WFM component activities are split among specialized teams — those with responsibility for volume forecasting, capacity planning, or staff scheduling. To learn more about the SIG, please review the group’s charter document and/or contact UWEBC Customer Service Practice Director Roger Paulson at roger.paulson@wisc.edu or 608-261-1161.

Read the Contact Center Workforce Management SIG charter document»

Participating Companies

  • Alliant Energy
  • American Family Insurance
  • American Girl
  • Ariens Company
  • CUNA Mutual Group
  • EDCi
  • Foot Locker
  • Great Lakes Educational Loan Services
  • Great Wolf Resorts
  • Harley-Davidson
  • Jewelers Mutual Insurance Company
  • J.J. Keller & Associates
  • Kohler Co.
  • Kohl's Department Stores
  • Lands' End
  • Madison Gas and Electric
  • Mason Companies
  • Northwestern Mutual
  • Rockwell Automation
  • Snap-on
  • SSM Health
  • State Collection Service, Inc.
  • TDS
  • UW Health
  • WEA Trust
  • WEC Energy Group
  • WPS Health Solutions
  • Zendesk

Steering Committee

Jake Angus
Workforce Manager
Great Wolf Resorts

Jeff Cadwell
Workforce Management Leader
CUNA Mutual Group

Erin Filsinger
Workforce Optimization Manager
Zendesk

Joy Rechlitz
Director of Workforce Planning and Alignment
Northwestern Mutual

Next Meeting

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
Details»
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 
© 2000-2018 UW E-Business Consortium, University of Wisconsin-Madison. All rights reserved. Site credits»