The goal of workforce management (WFM) is to optimize the deployment of the most valuable - and costly - resource in every contact center: the employees.  That won’t happen unless you optimize the shifts of your employees. Yet we often see contact centers using old-fashioned fixed shifts and rotas even when they have a WFM system that enables more sophisticated scheduling. Why does that happen? Why is it a bad idea? And what is the best way to transition from fixed shifts to optimized schedules?