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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
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Cloud-Based Agility

Moving to the cloud will allow for faster, easier deployments, seamless upgrades, flexible scalability, and reduced capital expenditures associated with on-premises systems.


Connected Journeys

The contact center should support customer journeys across web chat and social messaging apps like Facebook Messenger, WhatsApp, and others.


Omnichannel Unification

Shoppers will be coming in from many different channels, so it will streamline the customer experience to route interactions using the same logic.

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Customer Context

Agents must begin the conversation right where the customer left off online. When the customer’s needs are transferred to an agent in real time, your brand is creating a seamless transition from web to contact center. Remove customer stress, unneeded customer repetition, wasted time, and deliver a world-class customer experience



Customer relationship management (CRM) system integration can improve the shopper experience by using CRM data to find the last person spoken to, use shopper purchase history to find the best expert, etc. In addition, once the connection occurs, your staff can access past interaction history and CRM information to understand the customer’s journey and deliver a more personalized experience.


Artificial Intelligence (AI)

AI can deliver next- best-action recommendations and assist in responses that will improve conversion rates, increase shopping cart value, and speed up responses.

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Real-Time Management

Supervisors should monitor messaging interactions in real time and assist if needed, even if they are not in the same location.


AI & PCI Compliance

Intelligent virtual agents (IVAs) can automate payment processing across digital channels and reduce your compliance risk by collecting sensitive customer data without revealing it to a human agent. Make sure that the IVAs can easily integrate with your payment gateways.


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