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.

WFM 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”.  

WFM Roles

This WFM standard outlines future organizational roles.  The roles align high-level activities & processes managed by the WFM organization.  

WFM Processes

This WFM standard outlines future WFM processes.  The standard proposes both traditional forecasting, scheduling and real-time processes, adding new processes to address the changes to the Future of Workforce Management.

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.

Technology

The future WFM standard leverages traditional ACD & WFM software, but places special emphasis on automation and simulation.