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THE FUTURE OF
WORKFORCE MANAGEMENT

Inventing the next-generation approach to successfully operating contact centers.

VISION

We’re Changing the Way We Think About WFM

Our community examines the workforce management framework in a new light, where employees are prioritized first and where automation, simulation, and Ai technologies can be leveraged to benefit employees while delivering superior results to customers & shareholders.

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WFM LABS

Inventing Next-Generation Workforce Management 

EMPLOYEES
FIRST

We reorientate workforce management to serve our employees first, solving the problem of high contact center attrition. Leveraging workplace resilience models and machine learning, next-gen WFM practices prioritize employee retention.

RESILIENT
PLANNING

We introduce Monte Carlo simulation to deliver resilient, risk-assessed capacity plans, ending the cycle of missing service level and expense targets.

REAL-TIME AUTOMATION

Next-gen WFM automates intraday activities and leverages variance management systems to solve the legacy problem of reactive firefighting.

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JOIN WFM Labs

Our Community: Contact center professionals focused on WFM innovation.

We all have unique experiences across industries in contact center operations. Sharing insights and experiences is vital to evolving our next-generation WFM practices.  If you have WFM or contact center experience, join us!

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