CCWFM Introdocution

CCWFM Introduction

Preface

This book proposes a new approach to delivering customer service, specifically in contact center environments where queues form. While contact centers will be the primary focus of this book, the concepts presented may be applied to a wide range of customer service functions. The book is written as a manual of sorts, with a detailed outline of a function known as workforce management, where teams of people strive to forecast contact center demand (the calls arriving), schedule the supply (employees servicing those calls), and adjust the plan when variance is introduced. This book also represents a work in progress, as change is constant across all facets of life. To join the discussion, I have formed an online community known as WFMLabs.org - please feel free to join the full community for conversations on many new approaches being developed by both myself and my colleagues across the contact center industry.

I strive to keep this book simple, where one can quickly reference dynamic and fluid conversations by visiting us online at WFMLabs.org. This print version is divided into three simple sections:

• Section 1: Introduction
• Section 2: Contact Centers
• Section 3: Workforce Management