WFM Labs is an organization formed by workforce management professionals seeking to invent the next-generation approach to successfully operating contact centers.
Inventing the next-generation approach
WFM Labs is an organization formed by workforce management & customer service professionals seeking to reinvent the next-generation approach to successfully operating contact centers.
The community examines the workforce management framework in a new light, where employees are prioritized first and where automation & simulation technologies can be leveraged to benefit employees while delivering superior results to customers & shareholders.
We are an invitation-based community of contact center professionals focused on next-generation practices. Our community principles include:
Our community collaborates to generate open-source projects that can accept changes from members
Adoption & Remixing
WFM Labs tests new ideas, processes, and creative approaches to be used by anyone seeking to improve their practices.
Anyone can inspect this open-source project for errors or inconsistencies—transparency matters for our community
Our Journey So Far
WFM Labs - An Idea
In late 2022, a group of contact center professionals came together to tackle one big idea; as a community, can we change the very nature of how customer service and contact centers operate? For the past several decades, we've witnessed the same challenges: dissatisfied customers, financial misses, and high employee turnover, challenges that would return year after year.
A small group took this idea and started to ideate on what could be possible if we rethought the legacy practices of workforce management. Then, from that simple question, we began drafting a new playbook envisioning the next-generation approach.
Now, with a governance team in place, we invite you to join us! With your insights and experience, you can contribute to a community looking to reshape contact center operations!