LEARNER OUTCOMES:  A more strategic, or holistic, approach helps the contact center manager bring the VP or CFO into the contact center strategy-setting process. It allows that group the ability to manipulate a high-level model of the way their contact center operates, focusing on service delivery and cost/revenue. Key decision-makers can leverage strategic planning to evaluate widely different staffing options in support of changing business requirements, gain greater visibility into operations and find a more optimal balance among cost, revenue, employee satisfaction and customer service. Holistic WFM is a closed-loop management process that begins with strategic long-term planning, continues with the execution components of tactical forecasting and scheduling, and follows with real-time intra-day management. The management loop is closed, however, by the inclusion of individual agent scorecards that inform them on a daily basis how they are performing against their adherence goal.     A case study is used to illustrate the potential of the process.