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#ICMIchat Recap: Turning WFM into WFO

By Erica Marois | Date Published: April 03, 2014 - Last Updated August 22, 2018 | Comments

Spring is in the air!  With a new month, comes a new editorial focus at ICMI.  April is all about Workforce Optimization (WFO). To kick things off, the topic for #ICMIchat this week was "Turning WFM into WFO."

Check out the recap below for tips on reducing attrition, increasing agent engagement, and more.

Join us again next week for another fast-paced hour!  We'll be discussing "Forecasting for the Future" and Todd Hixson will be our guest host.

Hope to see you there! Not sure to how to join?  Watch this 5 minute video tutorial.

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Erica Marois, Sr. Manager, Content and Community, ICMI
As the Senior Manager for Content and Community at ICMI, Erica creates content and experiences that empower contact center professionals to deliver better service. She brings over 15 years of content and community management experience to ICMI and a passion for storyteller. Erica is a connector of people – in any medium – and loves bringing contact center leaders together to solve problems. Want to get more involved in the ICMI community? Reach out to Erica via email: [email protected]
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