Contact Center Workforce Management

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

- 11:00 AM


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.

Agenda Items

9:00 AM Intro and Purpose
9:05 AM Community Introductions
9:20 AM BPO Scheduling and Use Cases
  Breakout Discussion
9:55 AM Forecasting for the Unexpected with Flexible Scheduling
  Breakout Session
10:25 AM Developing Intraday Processes
  Breakout Discussion
10:55 AM What's Next?
11:00 AM Adjourn

Additional Information

Location: Customer Service Community Hub
Contact: Events Team,