Skip to main content
Contact Centre Workforce Management

Contact Centre Workforce Management

Workforce Management (WFM) is a term that encompasses all the activities needed to maintain a productive workforce in the Contact Centre. These activities include:

  • Scheduling
  • Forecasting
  • Performance management
  • Intraday management
  • Time-keeping and attendance

Contact Centre Workforce management solutions:

Everything you need to know about Contact Centre Workforce Management:

Contact Centre Workforce Management Resources:


Workforce Management Advice Hub - Everything you need to know 

  • Workforce Forecasting...
  • Workforce Scheduling...
  • Workforce Scenario Planning...

Find out more >


Workforce Optimisation White Papers:


The State of Workforce Management in Contact Centres – 2017

Industry research on the state of Workforce Management technology in Contact Centres across the UK - 2017.

Find out more >

Technology roundup - MiFID II  

Hosted Workforce Management White Paper

This paper identifies what's driving hosted WFM uptake. 

Find out more >