Synthesis
Synthesis
Original frameworks, models, and points of view on next-generation workforce management. These pages reflect Ted Lango’s synthesis of operating practice, framed through the WFM Operating Standard.
Pages (12)
What is Workforce Management?
To anyone not closely aligned with the functions of traditional contact center workforce …
WFM Organizational Roles — 5-Level Maturity Map
This WFM standard outlines the organizational roles that carry the loop …
This future WFM standard outlines functional processes for serving the next-generation needs of contact centers. The …
WFM Labs Risk Score™
The WFM Labs Risk Score™ is a proprietary framework designed to quantify the operational risk …
Introduction
We leverage the WFM Labs Maturity Model™ to guide organizations through the transformation of workforce …
WFM Labs Erlang-O™
WFM Labs Erlang-O™ is a modern staffing framework developed by Ted Lango at WFM Labs to address the …
New WFM Goals
The future WFM standard outlines both traditional goals and new goals to address the changing dynamics …
Introduction
The WFMLabs.org maturity curve offers a comprehensive framework for assessing call centers’ …
Technology supporting contact center organizations has evolved since the earliest call distributors of the 1960’s. …
The future WFM standard proposes a new employee-first framework, where interpersonal relationships between WFM, Finance, …
Introduction
This document aims to introduce a new standard for workforce management (WFM) and the approach used to …
The Drivers Behind the Need for Change
This standard focuses on intersecting drivers behind the need for developing an …