What is workforce management?

The definition of workforce management may vary depending on its application.

Wikipedia provides this general description: “In many markets and industries, workforce management is all about assigning the right employees with the right skills to the right job at the right time.” That certainly applies to contact centers: If a manager schedules the right agents with the appropriate call-handling skills on the shifts where those skills will be most needed, he or she is certainly on the best track to an efficient operation.

Achieving this objective requires workforce management (WFM) software specifically designed for a contact center environment. Here, WFM should collect historical call data so it can be analyzed to predict future workload. The best WFM solution will also include flexible schedule creation that incorporates foreseen and unforeseen variables, agent exceptions, intra-day changes to both forecasting and scheduling, and performance management reports.

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