WFM Vision and Mission Statement
From Projects
Our WFM Vision
To optimize our global contact centers by leveraging world-class WFM practices
Our WFM Mission
Empower our entire contact center community with the people, processes, and technology to deliver accurate forecasts, optimized schedules, and real-time execution to win service level one interval at a time.
Our Customers
The WFM organization seeks to balance the needs of three distinct customers;
- Our External Customers - By accurately forecasting, optimizing staffing to match demand, and rapidly responding to plan variance, we seek to maintain availability (Service Level)
- Our Shareholders - By optimizing our staffing to match demand, controlling expenses
- Our Internal Customers - By leveraging equitable processes and leveraging technology, we seek to deliver the flexibility needed by our call handling employees
