Workforce Management (WFM)

Workforce Management (WFM) refers to the process of optimizing employee scheduling, forecasting workloads, and monitoring performance to ensure efficient service delivery.

In contact centers, WFM helps maintain the right balance between staffing levels and customer demand, reducing wait times and improving productivity. It also enables managers to predict peak hours, track attendance, and manage adherence effectively. By aligning workforce capacity with business needs, WFM enhances both employee satisfaction and customer experience.