Call Centre Workforce Management is a key function that helps align expensive call centre resources (e.g. call centre agents) to their maximum efficiency based on regular calling patterns of customers.
In simple terms, it's aligning the rosters, breaks etc to ensure the majority of call centre agents are on the phone during peak times.
Workforce Management, Workforce Optimisation or WFM as it is commonly called is a defined skill set that is often honed after decades of experience and is combined with specific workforce management technology to enable contact centres to run at maximum efficiency.
You can learn more about Workforce Management on our CX Central website but in short, there are several different functions including:
The specialist Workforce Management consultants below can help you with a range of WFM functions - from strategy, training, optimisation and so on. If you just need suppliers of WFM technology, click here >>>
Search Contact Centre Workforce Management Specialists: