Workforce Management (WFM)

What is “workforce management (WFM)”?

Workforce management (WFM) refers to the process of optimizing employees’ productivity to ensure that all the resources are in the right place at the right time. It effectively forecasts a company’s labor requirement by creating and managing the team’s schedule to finish a specific task at a particular time or day.


Why is workforce management important?

An effective WFM serves as an organization’s business metrics on how much manpower is needed to complete a particular task or job at a given time. It also helps businesses check and track the daily performance and activities of their employees.

In a contact center, WFM maximizes the agent labor by predicting the number of customer transactions and interactions they’ve completed in a day, week, or month. With this system, it’s easier to find out how many agents with the proper skills can handle the expected volume of transactions.


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