WFM Vision and Mission Statement

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