Workforce Management

TTEC | Glossary | Workforce Management

What is Workforce Management?

Workforce Management or WFM is an all encompassing term that covers all of the processes that a contact center uses to ensure that they have the right number of people at the right times for estimated volumes. The workforce management processes can often incldue forcasting contact volumes and interaction volumes, scheduling staff based on forecast,managing the day to day management in the case of sudden changes in contact volumes or surges and agent absenteeism, and creating a business contunity plan or BCP. At its essence, workforce managemetn is about ensuring you have the right number of employees scheduled at the right time to meet your key performance indicators.