WFM Labs is an organization formed by workforce management professionals seeking to reinvent the next-generation approach to successfully operating contact centers. It is time to look at the workforce management framework in a new light, where employees are prioritized first and where automation & simulation technologies can be leveraged to benefit employees.
Our principles include:
We all have unique experiences in the industry. Sharing your insights, learnings, wins, and even failures helps us develop a better service. As a result, we're all more robust as a community!
Thank you to all who have helped bring this community together. We have significant challenges for the coming decade, and by joining as a community, we can tackle some of the most challenging problems facing contact centers and customer service organizations. Workforce management can indeed be the catalyst for reinventing customer service!