Difference between revisions of "The Future of Contact Centers"
(Created page with "If you stumbled onto this page, you're reviewing pages currently being edited for inclusion in a book I am publishing. === WFM Goals === The future WFM standard outlines...") |
(→Section 3) |
||
| (4 intermediate revisions by the same user not shown) | |||
| Line 1: | Line 1: | ||
If you stumbled onto this page, you're reviewing pages currently being edited for inclusion in a book I am publishing. | 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 | ||
| − | === [[WFM Goals]] === | + | |
| + | == 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”. | 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. | 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 traditional forecasting, scheduling and real-time | + | 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. |
| − | === [[Interpersonal Relationships]] === | + | === [[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. | 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. | ||
| − | === [[Technology]] === | + | === [[CCWFM Technology]] === |
| − | The future WFM standard leverages traditional ACD & WFM software | + | The future WFM standard leverages traditional ACD & WFM software but places particular emphasis on automation and simulation. |
Latest revision as of 09:16, 3 December 2022
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.
