Keep agents engaged with an On Call Agent program.
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February 02, 2026
Author: Evan Wiitala, Tiffany LaReau, and Marshall Lee

Create a special WFM dashboard report for a non-WFM audience.

  • Select three key components (choose things that help communicate progress)
  • Include regular and stretch goals alongside actual performance
  • Design it for people who are outside of the workforce management team
  • Deliver this very consistently, at the same time/day each month (or, if you’re ambitious, each week!)

Next year ~ switch up the three key components to something new!

The regular operating rhythm will help engage stakeholders and business partners and they will begin to look forward to getting updates from you. This will also help others see you and the purpose/impact from workforce management.

This tip was generated through a collaborative brainstorming session by Evan Wiitala, Tiffany LaReau, and Marshall Lee. 

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