View source for 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. 
== 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.