Workforce Management

Workforce management (or WFM) software is used to analyze incoming call history to generate call forecasts and agent schedules that allow a contact center to meet its desired service level.

Workforce management in inbound contact centers (and many outbound centers) is one of the integral practices to improve contact center performance. Simply put, this means making sure you have the right number of people, in the right place, at the right time, with the right skills, to handle the workload.

Workforce management consists of three major areas: forecasting your future staffing needs, scheduling to meet those needs, and tracking your intra-day performance to gauge how well your planning paid off and to use that performance information as input into future plans. The better workforce management solutions can do that and more – some have options for displaying real-time information to let you better manage contact center performance, and can integrate data seamlessly across your enterprise and automate many time-consuming tasks and labor-intensive processes. Therefore, leading solutions provide a centralized platform for optimizing the performance of your contact center.