The Future of Contact Centers
If you stumbled onto this page, you're reviewing pages currently being edited for inclusion in a book I am publishing.
Contents
Section 1
Introduction
CCWFM Introdocution
- What's this book about
- Empowerment promise
- Problem, Approach, Steps
CCWFM History
- Quality = function (K,P,t)
- Cleartel Communications, Comcast, MetLife
- Intradiem
- WFMLabs.org
Section 2
Contact Centers
Section 3
WFM
CCFWM WFM Introduction
An overview of what traditional WFM is.
CCWFM Goals
The future WFM standard outlines both traditional goals and presents new goals to address the changing dynamics described in XXXXX with special emphasis on “uncertainty”.
CCWFM Roles
This WFM standard outlines future organizational roles. The roles align high-level activities & processes managed by the WFM organization.
CCWFM Processes
This WFM standard outlines future WFM processes. The standard proposes both changes to traditional forecasting, scheduling and real-time processes to address the changes to the Future of Workforce Management.
CCWFM Interpersonal Relationships
The future WFM standard proposes a new employee-first framework, where interpersonal relationships between WFM, Finance, HR, Contact Center management and frontline employees is enhanced.
CCWFM Technology
The future WFM standard leverages traditional ACD & WFM software but places particular emphasis on automation and simulation.
