Difference between revisions of "Workforce Management"

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== Workforce Management (WFM) ==
 
== Workforce Management (WFM) ==
 
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[[file:workforcemanagement.jpg|thumb|400px|border|Workforce Management Cycle]]
 
Workforce Management (WFM) is a critically important function which touches many aspects of a business.  In the call center environment, WFM encompasses four key processes:  
 
Workforce Management (WFM) is a critically important function which touches many aspects of a business.  In the call center environment, WFM encompasses four key processes:  
 
# '''[[Forecasting]]''' the volume of customer contacts  
 
# '''[[Forecasting]]''' the volume of customer contacts  

Revision as of 10:50, 3 May 2014

Workforce Management (WFM)

Workforce Management Cycle

Workforce Management (WFM) is a critically important function which touches many aspects of a business. In the call center environment, WFM encompasses four key processes:

  1. Forecasting the volume of customer contacts
  2. Scheduling agents based on forecasts to meet your service level requirements
  3. Managing Real-Time_Activities and their impact to Forecasting & Scheduling
  4. Business Intelligence: Reporting, auditing and maintaining data integrity

Below is a collection of sample material related to workforce management.

Sample Material