 Workforce Management Workforce Management (WFM) is basically all the activities needed to maintain a productive workforce, including payments and benefits, human resources planning, training and development, time-keeping and attendance, recruitment, performance management, and forecasting and scheduling, In essence it is about assigning the right employees with the right skills to the right job at the right time to meet demand while optimising the scheduling of staff. Recently, the concept of workforce management has begun to evolve into Workforce Optimisation. What is Workforce Optimisation?Workforce optimisation is a relatively new term in the industry. It was coined by analysts who saw previously disparate software solutions, including quality monitoring, workforce management, performance management, and eLearning, becoming integrated and enhanced by a new layer of cross-functionality based on these novel integrations. This convergence was principally driven by the user community, frustrated by the problems associated with multiple software applications, interfaces, and databases, unsynchronised vendor software release cycles, costly yet limited integrations, and the overhead costs of dealing with multiple vendors. Workforce management solutionsWorkforce management solutions now have to deal with environments which are getting much more complex, in order to satisfy the reality of the work that is being presented to agents. For example, all agents require good listening ability, familiarity with keyboard and IT skills and a knowledge of the business they are working in, but more now need a pool of in-depth and specific talent to be available in order to satisfy customers fully, including:
Fulfilling service levels while managing costs is a iterative cycle, requiring several key processes to be completed. Feedback from each stage means that the enterprise can continually improve its efficiency and become more confident in future predictions. Further Reading
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