Welcome to WFM Labs

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:

• Collaboration: WFM Labs is a collection of open-source projects that can accept changes submitted by anyone.
• Adoption and remixing: WFM Labs tests new ideas, processes, and creative approaches to be used by anyone seeking to improve their workforce management practices. Our members can leverage anything published here, whether a method or algorithm. All contact centers are unique; adoption and remixing are crucial when leveraging new ideas!
• Transparency: Anyone can inspect this open-source project for errors or inconsistencies—transparency matters for our community.

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!