Expert Insights

What Is WFM – Workforce Management?

Published On: 14th Jul 2022 07:00 - Modified: 22nd Jul 2026

WFM or workforce management is the means of determining and providing schedules, forecasting and adherence for a workforce against historical interaction volumes and known future events.

Workforce Management (WFM) Software

Software systems that, depending on available modules, forecast call load, calculate staff requirements, organize schedules and track real-time performance of individuals and groups.

Author
Rachael Trickey

Rachael Trickey first joined Call Centre Helper in 2010. She has acquired extensive knowledge of call centre technology and the key players in the contact centre Industry.

Rachael is an Account Manager at Call Centre Helper, helping our current customers especially with Webinars and Social Media.

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