Our Community

WFM Labs is an organization formed by workforce management professionals seeking to invent the next-generation approach to successfully operating contact centers.

OUR MISSION

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.

Our Principles

We are an invitation-based community of contact center professionals focused on next-generation practices. Our community principles include:

Collaboration

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.

Transparency

Anyone can inspect this open-source project for errors or inconsistencies—transparency matters for our community

Our Journey So Far

2022

WFM Labs - An Idea

In late 2022, a group of contact center professionals came together around one big question: as a community, can we change the very nature of how customer service and contact centers operate? For decades, we’ve seen the same problems replay—dissatisfied customers, financial misses, and high employee turnover.

A small group took this challenge and began to rethink legacy workforce management practices from the ground up. From that simple question, we started drafting a new playbook for the next generation of contact center operations.

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