The WFM Playbook
for the Modern Era
Go beyond outdated metrics and discover the new
frameworks for strategic, data-driven workforce management.
Are You Still Managing Your Team With a 10-Year-Old Playbook?
If your entire WFM strategy still revolves around just "Service Level" and "Occupancy," you're not just using outdated methods, you're missing your biggest opportunities for efficiency and agent satisfaction.
The old way of WFM is reactive, rigid, and leads to agent burnout.
The new way is flexible, data-driven, and strategic. This book is the guide to getting you there.
Are you tired of...
Constantly chasing Service Level targets while agent burnout is higher than ever?
Relying on "Occupancy" as your main efficiency metric, even though your agents are exhausted?
Using rigid, outdated scheduling rules that simply don't work for modern hybrid and remote teams?
Feeling stuck in a reactive "fire-fighting" cycle, with no time to think strategically?
Knowing there's a better way to do WFM, but not having the playbook to get there?
This book is that playbook. It’s the guide to solving these problems for good.
This is the Framework
for Modern WFM
"WFM: Go Beyond" is the physical book everyone is talking about. It’s a practical, hands-on guide packed with the new rules for modern workforce management.
It’s not just theory. It’s a collection of actionable frameworks you can implement the moment you get back to your desk.
Who Is This For?
This book is a must-read for:
WFM Analysts & Managers who feel stuck in a reactive "fire-fighting" cycle.
Contact Center Leaders who want new strategies to improve both efficiency and agent retention.
Operations & CX Leaders who want to understand the "new rules" of modern WFM.
Any WFM Professional who wants a hands-on guide to advance their strategic skills and career.
Inside This Book, You Will Discover:
This book is broken into two powerful sections. First, you'll master "The Foundation," then you'll learn how to "Go Beyond."
In Section 1, you will master The 4 Core Pillars:
Pillar 1: Data – How to get, clean, and use data as the rock-solid foundation for your entire strategy.
Pillar 2: Forecasting – The models and methods to move from "best guess" to high-accuracy workload predictions.
Pillar 3: Scheduling – How to build efficient, modern schedules that balance business needs with agent flexibility.
Pillar 4: Intraday – The playbook for proactive intraday management to stop "fire-fighting" for good.
In Section 2, you will learn to "Go Beyond":
The proprietary "WFM By Design™" model for building a truly proactive and strategic department.
How to achieve Strategic Business Alignment and finally speak the same language as your finance and operations leaders.
The exact, data-driven link between WFM and Customer Experience (CX).
Why WFM is the key to improving Employee Experience (EX) and reducing burnout.
The actionable AIIM™ Framework to put these new, strategic ideas into practice immediately.
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