Workforce Management (WFM) is all about getting the right resources in the right place at the right time.
WFM assists with the process of getting agents on the phones faster through forecasting, scheduling and
understanding your customer’s demands. A successful WFM practice will assist in getting the most out of your team.
Workforce Management is not an easy task for most companies, specifically in global, multi-site environments.
It starts with understanding the needs of your customers. Are they willing to accept missing an SLA in the morning because of
call spikes? Or could that potential miss cause a customer to leave? A highly disciplined process, with the right supporting
technology,is required to manage human capital in the most effective and efficient manner possible.