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What is Workforce Management?

What is Workforce Management?


What is Workforce Management? 

Workforce management (WFM) in its simplest form is about assigning the right person to the right job at the right time and ensuring that a sufficient level of staff are always present to meet demand.

WFM has typically been deployed in contact centre environments and according to the Professional Planning Forum, over 82% of contact centres already make use of the technology to perform agent scheduling and forecasting, in order to ensure service level agreements are consistently met.

The main functions of workforce management software fall under:

  • Scheduling
  • Forecast and planning
  • Payroll and benefits
  • Self-service
  • Time and attendance records

In order to hit targets and continue to improve the level of service provided, contact centre managers need to ensure that sufficient numbers of agents, wi

Workforce Management Planning

th the right level of skills and experience are available at any given time regardless of traffic volume fluctuations. In order to do so, planners need to understand availability and take into account planned events and unexpected ones as well as agent preferences.

Taking all of these aspects into consideration and making changes manually requires a significant investment of time and is prone to human error. Workforce  management (WFM) systems automatically compile highly detailed and sophisticated traffic forecasts that can be adjusted to reflect known events as well as amended to forecasts using ‘what if’ scenarios.

Workforce Management does not simply manage the current labour needs but plans for future needs as well, building in contingencies so that organisations can adapt with changing requirements as they occur.

Employees will benefit from WFM through increased visibility of schedules and self service opportunities such as shift swaps and automated time off requests.

In addition, WFM can also help support training and development, time-keeping, payments and benefits, attendance, recruitment and performance management.

Work environments are becoming more and more complex and agents require a wider set of skills than ever before - workforce management is the perfect tool to help organisations manage and run more effectively.