WFM - what's it all about?

At its simplest, Workforce Management (WFM) is the process by which you ensure that in your customer service organization you have the right person with the right skills in the right place at the right time - whatever the method of contact. Workforce Management encompasses many of the vital processes that make the modern customer service operation possible, including forecasting, scheduling, preference and request handling, communication, intraday management, reporting and performance management. Much more than a selection of processes or a box under a planner’s desk, Workforce Management is an operating philosophy that strives for continuous improvement in customer service, employee satisfaction and operational excellence.

Workforce Management can be a complex balancing act between the demands of customers, employees, management and other stakeholders. Customers expect good service and high availability, employees want job satisfaction and work-life balance, and management demands efficient, profitable and sustainable operations. When balanced correctly these different objectives work in harmony with one another and a positive combination of great customer service, motivated employees and efficient operations is the outcome.