What Is Workforce Management (WFM)?
A focused way of forecasting, scheduling, and improving labor needs and efficiency.
Workforce management (WFM) is a business process used to help manage workforces with employee scheduling, attendance, performance reviews, incentives, and coaching tips for managers. The goal of workforce management is to improve employee performance and labor forecasting, so that businesses have the right number of employees working in the right roles at the right time. Businesses use WFM software to help track and deliver workforce management.
Workforce Management in the Contact Center
WFM software is often part of a package of contact center platform technology. Call centers and contact centers alike use WFM to:
- Ensure that agents are allocated and scheduled to cover shifts
- Forecast peak periods
- Improve agent performance