Difference between revisions of "Workforce Management"

Revision as of 14:17, 8 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

• An Introduction To Workforce Management
• Workforce Management Goals
• An Introduction to the Resource Optimization Center, or "ROC"
• Call Routing and Importance in WFM

Scheduling Material

• ROC and Scheduling Work Stream
• ROC Scheduling Blueprint
• Shift Definitions
• Shift Tours
• CSC Employee Classification Progression
• Service and Sales Hours of operation