Unlocking Workforce Efficiency Through Peer Intelligence

The Workforce Management Roundtable helps contact center WFM leaders improve productivity, reduce shrinkage, and optimize staffing models across phone and non-phone channels. Through executive meetings, benchmarking, and custom surveys, members explore strategies for improving forecast accuracy, staff utilization, and real-time management. Participants also examine how workforce teams are supporting new channels, adapting to hybrid workforces, and partnering with BI and analytics leaders to bring better insights into operations.

Each membership includes multiple executive meetings per year, proprietary quarterly benchmarking, and unlimited custom surveys to address emerging issues and best practices. Popular meeting themes include chat forecasting and scheduling, metrics for WFM personnel, offshore vs. onshore performance, back-office staffing models, and call center shrinkage rates. By comparing performance against peers and learning what others are trying, members gain actionable insights to improve both service and efficiency.

Who Should Join

This group is designed for workforce management leaders responsible for planning, forecasting, real-time management, and performance reporting. Titles often include SVP of Global Collections Strategy, Senior Director of Workforce Management and Dialer Operations, and Director of Contact Strategy.

Why It Matters

Customer expectations and channel mix are evolving fast—but workforce constraints, staffing costs, and service-level demands haven’t gone away. This Roundtable helps WFM leaders stay ahead of operational challenges by providing a structured forum to compare what’s working, share lessons learned, and evaluate new tools and strategies before implementing them internally.

Hot Topics

• Forecasting: Strategies for short- and long-term forecasting including software, models and methodology, and accuracy standards
• Analytics and Reporting: Developing dashboard metrics and reporting frequency, as well as respective Business Intelligence organizational structures
• WFM for Non-Phone Activities: Developing WFM strategies for back-office functions, successful implementations, and potential vendor resources
• Recruiting and Training: Ideal backgrounds for potential WFM associates and relevant training programs