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 ensure efficiently plan, forecast and schedule the workforce required on a day-to-day or hour-to-hour basis.

Workforce Management solutions:

Benefits of Workforce Management include:

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

Workforce Management FAQs:

• Do I need Workforce Management?

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.