Workforce Management (WFM)

A set of processes used to optimize the performance and efficiency of customer service teams, including forecasting demand, scheduling staff, and managing real-time activities. Effective WFM ensures that the right number of agents are available to meet customer demand while minimizing costs. 

WFM Tools and Techniques: 

Forecasting: Predicting call volumes based on historical data. 

Scheduling: Aligning staff availability with forecasted demand. 

Real-Time Management: Adjusting staffing in response to live conditions.