What is Workforce Management?

Workforce management in a contact center or help desk is the art and science of having the right number of employees, with the right skills at the right times to meet accurately forecasted volumes of work and to do all that at a predetermined service level and minimized costs. Workforce management is a critical task for contact centers/help desks as poor planning and execution can have a negative impact on the business (revenues, cost), customers (satisfaction) and also employees (motivation/burn-out).

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