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 was 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 provided 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 was 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.

This SIG concluded October 2019.

Read the Contact Center Workforce Management SIG charter document»

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

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
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