Special Interest Group

Connect with fellow practitioners on what is happening in the contact center workforce management space.

- 11:00 AM

Event Assets

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  • 1. UWEBC Presentation Slides: Contact Center Workforce Management thumbnail


The Contact Center Workforce Management Special Interest Group is driven by the registrants of the session, and the ensuing dialogue. We protect the space for practitioners to ensure that the discussion remains relevant to the participants. Registrants are asked to suggest topics when registering for the session to ensure relevant topics for our dialogue.

Who Should Attend: Participation in this SIG is by invitation only and is limited to those with responsibility for, or direct involvement in implementing or conducting Contact Center Workforce Management. All participants are required to register. To learn more about the Contact Center Workforce Management SIG or to register, please contact Matthew Cone. We apologize for the extra hurdle, but want most to protect the experience and value of these events. We look forward to hearing from you!

Agenda Items

9:00 AM Intro and Purpose
9:05 AM Community Introductions
9:15 AM Back Office Integration and Efficiency Metrics
9:40 AM Digital Channels and Outsourcing
10:10 AM Forecasting, Staffing, and Process Improvement
10:35 AM Transitioning and Optimizing WFM Platforms
10:55 AM What's Next
11:00 AM Adjourn

Additional Information

Location: Zoom
Contact: Events Team, events@uwebc.wisc.edu