New pages
- 12:06, 23 October 2024 WFM Assessment (hist) [3,501 bytes] WikiSysop (Talk | contribs) (Created page with "== Introduction == Traditional WFM on Maturity Curve The WFMLabs.org maturity curve offers a [https://wfmlabs.org/assessment co...")
- 12:04, 23 October 2024 Technology (hist) [13,569 bytes] WikiSysop (Talk | contribs) (Created page with "Technology supporting contact center organizations has evolved since the earliest call distributors of the 1960's. For purposes of the Future WFM Operating Standard, we outli...")
- 12:03, 23 October 2024 Annual Salary (hist) [375 bytes] WikiSysop (Talk | contribs) (Created page with "The annual cost associated with an employee's pay and benefits. For calculating total impact of attrition, we recommend leveraging a loaded salary figure which includes the c...")
- 12:03, 23 October 2024 Onboarding Costs (hist) [747 bytes] WikiSysop (Talk | contribs) (Created page with "Onboarding costs are an important factor to consider when calculating the full financial impact that attrition has on an organization. While some expenses may be hard dollars...")
- 12:03, 23 October 2024 Length of Training (hist) [273 bytes] WikiSysop (Talk | contribs) (Created page with "Length of training is the total time from beginning training class to an employee going into production. It is up to individual organizations and the calculation being levera...")
- 12:03, 23 October 2024 Training Attrition (hist) [395 bytes] WikiSysop (Talk | contribs) (Created page with "Training attrition references the % of people who leave at some point after starting training, but prior to entering full production. The calculation for training attrition...")
- 12:03, 23 October 2024 Annual Attrition (hist) [122 bytes] WikiSysop (Talk | contribs) (Created page with "Annual attrition is calculated as: Attrition rate = (Number of employee separations / average number of employees) x 100.")
- 12:01, 23 October 2024 Speed to proficiency curve (hist) [522 bytes] WikiSysop (Talk | contribs) (Created page with "Speed to Proficiency Curve The speed to proficiency curve expresses a relationship between the Average Handle Time for an employee when they begin...")
- 12:01, 23 October 2024 Demand calculation (hist) [532 bytes] WikiSysop (Talk | contribs) (Created page with "A simple demand calculation leveraged across the industry to generate an approximate base FTE required is as follows: Base FTE Required = Call Volume Offered X Average Handle...")
- 11:54, 23 October 2024 Interpersonal Relationships (hist) [27,958 bytes] WikiSysop (Talk | contribs) (Created page with "The future WFM standard proposes a new employee-first framework, where interpersonal relationships between WFM, Finance, HR, Contact Center management, executive leadership an...")
- 11:53, 23 October 2024 WFM Roles (hist) [4,910 bytes] WikiSysop (Talk | contribs) (Created page with "This WFM standard outlines the following organizational roles. The roles are the high-level activities managed by the WFM organization. The following section, provides addit...")
- 11:45, 23 October 2024 WFM Goals (hist) [26,347 bytes] WikiSysop (Talk | contribs) (Created page with "=== New WFM Goals === The future WFM standard outlines both traditional goals and new goals to address the changing dynamics described the Changes to the Future of Workforce...")
- 11:44, 23 October 2024 Changes to the Future of Workforce Management (hist) [13,725 bytes] WikiSysop (Talk | contribs) (Created page with "=== The Drivers Behind the Need for Change === This standard focuses on intersecting drivers behind the need for developing an entirely new approach to the Workforce Managemen...")
- 11:43, 23 October 2024 WFM Maturity Curve (hist) [5,843 bytes] WikiSysop (Talk | contribs) (Created page with "==== Introduction ==== We leverage a maturity curve model to support the framework for the next generation of workforce management. This model has been updated in 2023 to refl...")
- 11:42, 23 October 2024 Workforce Management Standard Introduction (hist) [19,783 bytes] WikiSysop (Talk | contribs) (Created page with "== What is Workforce Management? == To anyone not closely aligned with the functions of traditional contact center workforce management, let’s outline the principles behind...")
- 11:24, 23 October 2024 WFM Processes (hist) [95,890 bytes] WikiSysop (Talk | contribs) (Created page with "This future WFM standard outlines functional processes for serving the next-generation needs of contact centers. The functions are the high-level activities managed by the W...")
- 11:23, 23 October 2024 Future WFM Operating Standard (hist) [4,850 bytes] WikiSysop (Talk | contribs) (Created page with " ==Introduction== This document aims to introduce a new standard for workforce management (WFM) and the approach used to successfully support the future of contact center oper...")
