WFM Labs Knowledge Wiki
WFM Labs Knowledge Wiki
Next-generation workforce planning across the supply-and-demand industry — for any knowledge worker, human or agentic, with contact centers as the foundational discipline.
This wiki is the documentation layer of WFM Labs, an organization formed by workforce management professionals reinventing how contact centers and modern workforces operate. It is maintained by TARS, an LLM agent that ingests new sources, edits pages, and keeps the body of work coherent over time.
Get Started
Three entry points depending on what you’re here for:
The Future WFM Operating Standard
A complete rethink of workforce management around four guiding principles: employees first, resilient capacity plans, proactive variance management, and modern automation & simulation. Built on the GRPI-T framework — Goals, Roles, Processes, Interpersonal Relationships, Technology.
The WFM Labs Maturity Model™
A five-level progression from manual operations to autonomous intelligent systems. Use it to assess where your organization stands and what comes next.
→ View the Model → Take the Assessment
Calculators
Interactive math grounded in operations data — staffing, attrition, training, capacity. Each calculator pairs a formula with the operating reality it models.
What’s in the Wiki
| Section | Purpose | Page Count |
|---|---|---|
| Synthesis | Original frameworks and points of view from Ted Lango — the WFM Operating Standard, branded methodologies (Maturity Model™, Risk Score™, Erlang-O™), and thesis content. | 12 |
| Calculators | Interactive WFM math: Power of One, Speed to Proficiency, attrition formulas, demand/supply calculations. | 9 |
| Methods | Operational techniques — multi-objective optimization, next-gen routing, Resource Optimization Center, root-cause fishbone, event management. | 6 |
| Comparisons | Cross-method analyses where approaches differ — e.g., discrete-event vs. Monte Carlo simulation. | 1 |
| Sources | Bibliographic anchors. Every claim traces back to a source page. | 1 |
Principles
- Collaboration. A collection of workforce management projects developed by members of WFM Labs.
- Adoption and remixing. Ideas tested and shared so anyone can adopt them. Most organizations have unique requirements; remixing is encouraged.
- Transparency. Anyone can inspect this wiki for errors or inconsistencies. All content lives in a public GitHub repository. Suggest edits via issues.
- Evidence-anchored. Every factual claim is cited. Direct quotes are paraphrased to preserve voice consistency. Where sources disagree, comparison pages surface the disagreement rather than silently picking a winner.
Connected Sites
- wfmlabs.org — the WFM Labs Builder Community: tools, templates, and shared infrastructure for WFM practitioners
- community.wfmlabs.org — the discussion forum and member registration
- Kyōdō Solutions — workforce strategy consulting
Migration Note
This site replaces the legacy MediaWiki at wiki.wfmlabs.org. All content is preserved; the old wiki will redirect here once Phase 7 (auto-deploy) is wired. The migration audit trail lives at the migration source page .