Introduction to Workforce Management (WFM)

Workforce Management (WFM) Product that measures and leverages the talents and preferences of each employee, ensures that their skills are aligned with business objectives and customer needs, and produces optimum schedules. allows you to schedule the right people with the right skills in the right place at the right time.

Why is Workforce Management important?

Personnel costs are the largest percentage of overall operating costs. These costs include salaries, training Semantic Intelligence (Si) process in Speech Analytics in which the system implements machine learning-based methods to extract and surface ontology-related items found in a sampling of transcribed interactions., management, bonuses, and more.

When not managed properly, you can have too many employees scheduled at the same time to handle a specific workload. This situation can leave some employees in an unproductive state. Under these circumstances, labor costs are high while productivity is low.

Alternatively, maybe you do not have enough employees scheduled at the same time to handle a specific workload. This situation leads to not meeting your service goals Goals in WFM that allow determining how quickly work should be handled, including service level, Average Speed to Answer (ASA), and deadline goals.. Employees can feel overworked and stressed in this environment.

The goal of Workforce Management is to build optimal schedules that take all these factors into account.

Employee needs vs. business needs

Companies must balance employee needs with their business needs.

Employees like predictability. This predictability can be defined in a schedule. A schedule indicates the number of hours they are working every day with other activities taken at defined times (such as breaks, lunches, and training).

The WFM application generates a schedule based on:

• Defined service goals of the company

• Work forecasts

• Employee work patterns and preferences

Examples of scheduling challenges

To create optimal schedules, take the following scheduling challenges into account:

• What service level Set percentage of interactions in WFM that are handled in a defined unit of time. do you want to provide?

• How many customer interactions or work units do you receive during a specific time period?

• How much time does each interaction In Speech Analytics, an interaction represents a single part of the contact between one employee and the same customer. In Text Analytics, an interaction is the communication session between one or more employees and the same customer with a unifying contextual element. or work unit require?

• What skills are needed for each interaction or work unit?

• What skills do each of your employees have?

• What shifts can each employee work every day?

• How many employees can work at the same time?

• When does each employee take breaks and lunch?

• How closely do employees adhere to the schedule?

• How do you incorporate employee preferences?

• What are good times for meetings, training and projects?

• Is quality of service maintained throughout the day?

Related topics 

Generating schedules in WFM

Setting up scheduling components