During his 20 years in the workforce management arena, Tony Graczyk has helped contribute to a share of the contact center strategic plans that Ric has reviewed. His full tenure in contact centers has been with Principal Financial Group where he is currently the Assistant Director of Workforce Solutions.  Many have said that workforce management is a true blend of science and art – Tony seems to have been living that blend for a while with a major degree in Biology and a minor degree in music (saxophone). I guess it was only natural for him to find his way into the contact center to put both successfully into practice. Tony loves to discuss contact center and WFM operations, and he is a member of the SWPP advisory board.