Contact Center Workforce Management

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

- 11:00 AM

Event Assets

Please login or register for a UWEBC Member Account to access this event's assets.

  • UWEBC Presentation Slides: Contact Center Workforce Management thumbnail

Description

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!

Add this event to your calendar

Please note that adding the event to your calendar is not the same as registering. Please also use the button above to register for this event.

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