Workforce management

What is workforce management?

Workforce management (WFM), also referred to as workforce optimization (WFO), is an operational strategy adopted by successful businesses around the world. WFM aims to optimize the productivity and efficiency of people, processes and technology by balancing workforce requirements with business needs.

WFM involves an array of tasks including forecasting labor requirements, real-time analysis of customer data and managing employee schedules, all to ensure the optimal number of team members are in the right place at the right time to best serve a business’ customers.

Effective workforce management is essential to navigate fluctuations in demand, improve the customer experience (CX) and maintain overall operational efficiency. For example, by predicting call volumes and aligning team resources accordingly, brands can minimize wait times and deliver superior CX, ultimately enhancing customer satisfaction (CSAT) and brand reputation.

Modern WFM strategies increasingly integrate specialized technology and leverage predictive analytics to automate and streamline relevant processes. Further, with global operations, workforce management helps brands ensure seamless collaboration across time zones and markets, contributing to the continuity and consistency of service delivery.

Benefits of workforce management

Brands turn to workforce management for the following benefits:

• Improved customer experience: By ensuring the optimal number of agents are at the ready to assist customers, WFM reduces wait times and therefore customer frustration. For global brands, CX is further improved when WFM strategies ensure support is available at the right time and in the appropriate languages for markets around the world.
• Increased agent engagement: Behind any effective workforce strategy, you’ll find inspired, engaged agents. WFM helps to ensure agents have balance in their work, which means they aren’t overstretched nor underutilized. What’s more, when brands effectively forecast upcoming business needs, WFM can lead to the identification of further upskilling and developmental opportunities for team members.
• Operational efficiency and scalability: At its core, WFM is about bringing efficiency to current operations while setting a brand up for what might come in the future. Effective deployments reduce wasted resources and uncover opportunities. Not only that, by seeking a partner for WFM services, brands can focus their time and resources on their product, customers and what they do best.