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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.

Workforce 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.

The art and science of having the right number of CSRs available at the right time, to answer an accurately forecasted volume at the desired service level, with quality.

Optimize your productivity for desired service levels.


Forecasting is the foundation stone of Workforce Management. If you get the forecast wrong, the whole process is unstable.

It therefore makes sense that forecasting takes centre centre stage in measuring WFM team performance.

Forecasting starts with certain assumptions based on the management’s experience, knowledge, and judgment. These estimates are projected into the coming months or years using one or more techniques such as Box-Jenkins models, Delphi method, exponential smoothing, moving averages, regression analysis, and trend projection.

Since any error in the assumptions will result in a similar or magnified error in forecasting, the technique of sensitivity analysis is used which assigns a range of values to the uncertain factors (variables).


Staff Scheduling is Ensuring that staff schedules remain in line with business needs.

It is vital to success, but juggling scheduling rules, contracts, shift patterns, flexible working hours and ever-changing requirements presents a huge challenge if you manage them manually.

Automatic scheduling systems allow you to create and manage an effective schedule by taking into account your business requirements, your employees’ needs and your scheduling rules.


Regular, extensive, and effective performance monitoring and management of a contact center is a necessity for business decision making and for evaluation of processes and is a critical part of the best practices for contact center management.

Implementation of these practices ensures that the contact center would achieve excellence in its goal, thus benefiting the overall business.

Developing a comprehensive understanding of call center key performance indicators (KPIs), how to identify KPIs to measure as well as how to accurately measure them and act on the data is imperative to successfully managing a call center. It’s an added bonus if your call center software helps you monitor and measure these KPIs in real-time


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.

Make sure your customers feel heard, supported and valued. Provide your experts with the full contextual information they need. Continuously synchronize front- and back-office tasks. Get real-time insights into the complete customer journey.


A workforce crisis is when a significant physical or environmental disaster or infectious disease of pandemic proportion impacts the University whether nationally or at a local level. The impact may be in only one area of a campus but have an impact across the campus.

In many instances there will be no advance notice of significant event e.g. earthquake or fire but in circumstances such as an infectious disease there may be some ability to limit the spread of a disease by giving advance notice of the situation. In all events it is important to keep staff informed of the situation and what they might be expected to do in the event of a crisis.

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