Whether you're a workforce manager or team member, executive, or call center manager, you need to know how workforce management practices affect the call center and the organization in these critical areas:

• Meeting service level
• Controlling cost
• Retaining agents
• Retaining customers

Find out how your call center's workforce management practices stack up against others in the ICMI Community -- and against recommended best practices. Leveraging the intelligence gathered in the ICMI 2010 Workforce Management Practices survey, our team of experts will share with you how other centers are performing -- and how your center can improve -- in these areas:

• Forecasting at the interval level
• Forecasting and scheduling for email and chat contacts
• Utilization of WFM technology
• Delivering WFM training

We'll also hear from our sponsor, workforce management Pipkins, about best practices in common areas of workforce management, as well as some insight on scheduling for home agents.

Effective workforce management (WFM) involves the totality of forecasting, staffing, scheduling, and making adjustments in real-time when unexpected changes occur. The objective is to get the right number of people in the right places at the right times, doing the right things.  No more, no fewer -- overstaff your center and profitability will deteriorate as costs increase; schedule too few agents and customers will abandon, handling times will increase and poor word of mouth will put your brand at risk.

Additional WFM Resources