Workforce Management

Workforce Management is important because it helps an organisation ensure that not only do they have enough staff available to service their customers, but that they have the skillset necessary to do so. For example, in a contact centre, WFM helps ensure the right number of agents are available by forecasting the volume of calls, messages or emails, and scheduling the correct number of agents to handle the expected volume of transactions.

Moreover, it also helps track employees’ daily performance and quickly pinpoint areas of improvement..