Building cross-departmental relationships with WFM and QM teams

July 23. Time: 12:00 PM - 12:45 PM.

Workforce Management (WFM) and Quality Management (QM) professionals play critical roles in ensuring the smooth functioning of a contact centre. However, the distinct skill sets and personalities required for each role can create silos and misaligned goals, ultimately impacting the overall performance of the centre. The key to overcoming these challenges lies in building strong cross-departmental relationships and fostering collaboration between the WFM and QM teams. 

By sharing data and insights, these teams can work together to enhance first-contact resolution rates and lower handling times.  

In this webinar, Calabrio's Senior Consultant Graeme Meikle will discuss common challenges faced by WFM and QM teams and provide best practices for overcoming these hurdles. Joined by industry expert, Neil Rigby, Customer Care Operational Delivery Lead at John Lewis Partnership, you will gain insights into real-life use cases of successful collaboration across departments. 

You’ll walk away with tangible next steps to improve quality standards and procedures, balance training schedules with demand, and measure the impact of these changes to drive improved contact centre performance.  

Don't miss out on this opportunity to learn from industry experts and take the first step in breaking down silos between your WFM and QM teams! 


  • Common challenges faced by WFM and QM teams 

  • Effective strategies for building cross-departmental relationships 

  • Fireside chat

  • Interactive Q&A session