It’s a specialist role in most contact centres but workforce management (WFM) is integral to a centre's smooth operation, when you consider labour is 66% of the operating budget*. In 2008, Great Outcomes director Giles Potter established Workforce Planning Professionals (New Zealand), a specialist interest group. He began holding regular seminars around topics such as selecting a new application, tools and methods for centres without an application, and career evolution from WFM to Operations Management. The seminars are strictly limited to contact centre professionals.Potter has now launched a website for the group, which provides information about where workforce managers can go for training and research, as well as how to register for one of the group’s upcoming seminars.Potter’s company Great Outcomes is a consultancy that advises contact centres in a number of industries. In addition, Potter is a member of the TUANZ contact centre committee. *2009 New Zealand Contact Centre Benchmarking Report by callcentres.net