The Keys To Workforce Management (WFM) Success
Contact Center Pipeline, Wednesday, March 12th, 2025
WFM aka workforce management, is often described as the art and science of finding the right amount of staff for our projected interactions.
The definition has stood the test of time and continues to be a fairly accurate representation of what we do as WFM professionals.
What it doesn't speak to, though, is the constant changing nature of our environment, like the following:
- Operations coming and asking for a last minute huddle.
- Training asking you to schedule the whole center into a training program that has to be completed in the next five days.
- Human Resources (HR) asking you for detailed attendance reporting for a certain agent going back six months.
And of course, every leader in the whole organization asking you 'what happened to the service levels yesterday?' All before you've even had your first sip of coffee.