Workforce Management Software (WFM)

Range of Workforce Management (WFM) Resource Planning and Scheduling Tools

Business Systems Workforce Management solutions are deployed across some of the largest Contact Centres in the UK. Our customers are using our tools to efficiently plan, forecast and schedule the workforce required on a day-to-day or hour-to-hour basis.

What is Workforce Management?

Workforce Management (WFM) is about assigning the right person to the right job at the right time, ensuring that a sufficient level of staff are always present to meet demand. 

The main functions of Workforce Management software are:

Workforce Management Solutions:

What are some of the benefits of Workforce Management? 

Workforce management software solutions automate the full spectrum of processes required to effectively plan and schedule employees as well as track time and attendance.

When it comes to creating efficiency and managing time, an outdated, paper-based system simply cannot keep pace given the time demands and complexities of your team. Automated systems minimize the margin for error in scheduling, drastically reducing the time spent making corrections.

By having a more efficient way of scheduling shifts, tracking time and submitting requests, both managers and employees can make better use of their working hours. 

Moreover with self-scheduling tools, Managers can grant time off, approve shift trades and track absences at the click of a button as well as view real-time attendance reports for quick reference and make changes where and when necessary.

To summarise, some of the benefits of deploying a Workforce Management Solution are:

• Meeting your service level targets 
• Improving operational efficiency and productivity
• Increasing employee engagement 
• Improving your customer service 
• Improving operational costs

Workforce Management FAQs

• Do I need a Workforce Management Solution?

Depending on the size of the contact centre, setting up schedules can be far too complex to be handled in a simple spreadsheet, and this is where Workforce Management, with advanced planning and forecasting features, comes in.

• How long will it take for me to get a return on my investment? 

This can depend on a number of different variables such as how many agents you have / if you used to use excel/ how flexible your staff can work/ if you are currently under or over staffed.

• Can I use historical data to help build my forecasts with a Workforce Management system?

Yes. With many Workforce Management solutions you can use the data from your telephony switch and/or upload data in a set format from a file.

• Can I build and compare “what if scenarios” so I can make an informed decision when planning ahead? 

Yes this can definitely be done with a workforce management tool where you can easily build scenarios and compare.

• Do some Workforce Management tools make use of a mobile app for users?

Yes, and this includes push notification for significant schedule changes encouraging flexibility and empowerment for both agents and contact centre supervisors. 

Explore our full range of Workforce Management Solutions: