Workforce management is all about efficient use of your call center workforce to meet or exceed service levels and reduction of costs tied to inefficient use of human resources. It's done primarily through accurate forecasting and optimization of agent schedules i.e. having enough agents for peak periods and avoiding agents sitting idle by scheduling accordingly.
Every call center has different workforce management needs. Size, structure, industry, type of calls and many other factors determine your unique requirements.
This whitepaper provides some guidelines and key questions you should consider when selecting workforce management software for your call center