Whitepaper: Workforce Management
BELLEVUE, Wash. (February 20, 2018) – Across any industry that utilizes operational staff, standard workforce management (WFM) practices are implemented to derive the most value from the labor. These practices are used to calculate workload, predict work arrival patterns, and plan and schedule staﬀ to respond to that workload.
The client strives to organize resources and tools to leverage the most efficient and cost-effective way to act on their core value of delivering an outstanding customer experience, regardless of time of day, region of the world, language spoken, modality chosen, or a consumer vs commercial customer basis.
In the most simplistic of terms, workforce management is the calculation of workload, prediction of work patterns, and planning and scheduling staff to respond to that workload. The WFM lifecycle:
As the forecast improves, the staffing plan improves with it, resulting in more effective use of the resources and reduction in overall cost. There should be a single source to collect the data required and drive the WFM life cycle. This source is generally a WFM tool and/or WFM team.
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