Easing the Pain of Workforce Management
By Donna Fluss
Contact center workforce management (WFM) – the process of forecasting the volume of transactions by channel and scheduling the right number of agents to handle the interactions – is considered one of the most challenging contact center managerial tasks. When WFM programs and solutions are well managed and implemented, they are among the most effective productivity tools used in contact centers and can greatly enhance overall performance and morale. The trick is to use WFM to promote the well-being of agents and customers, instead of merely as a way to force agents to adhere to the will of the organization, which is how it has often been used for the majority of its 30 years.